Customer Experience Manager

As a Brokerage Dedicated Operations Manager, you will work closely with our extensive network of shippers and your team to develop new relationships focusing on improving efficiency and managing transportation costs. You will use phone, email, and online customer portals to communicate and build relationships with your assigned customer base while creating new customers. Top priority is responding quickly with action, monitoring loads to communicate proactively on potential issues and working to build a strong relationship with the customer to gain more business. Masters of negotiation, you secure the best rates on a spot or transactional basis. You thrive in an ever-changing environment, taking a proactive approach in learning the pricing and capacity fluctuations in the truckload shipping market.

Qualifications:

• Ensure daily communication with other Covenant Solutions Managers for comprehensive understanding of all daily activities and matters of importance
• Coach and develop seat level employees on daily tasks, activities, and responsibilities to drive the success of the team
• Understand the daily book of business across the team to hold the team accountable and track team goals
• Report team performance to VP of Customer Service daily for leadership visibility
• Gather information in the event of a claim involving a shipment within the team to ensure proper claim filing
• Support Enterprise Account Reps with the creation of SOPs for dedicated accounts
• Oversight of customer onboarding process
• Tracking KPI’s per employee
• Review and identify growth opportunities within accounts with seat level employees
• Manage and drive the process of review with BDR and Pricing team to expand business
• Provide a review of pricing bids before submission to customers
• Manage the execution of PU/DEL Service Metrics
• Assistance with SOP creation and review as needed
• Monthly reviews with the Business Development team
• Management of Customer Accept or Decline of Quotes
• Providing Industry Knowledge to Direct Report
• Load Compliance Management
• Customer Escalation Communication
• Corrective Action Plans & Management for internal employees
• Oversee the Extended Coverage Handoff
• Gathering Information for shipment claims
• Communicate Task Assignments to internal teams
• Communicate Team Performance & Metrics to internal teams
• Communicate Company Objectives to internal teams
• Max Buy Setting (Level I, II, III)
• Buy Rate Exception Approval (Level I, II, III)

Responsibilities:

• Driven and competitive nature
• Fast-paced and able to multitask in a high-pressure environment
• Ability to take verbal/written instruction and execute with confidence.
• Impressive negotiation skills
• Team player who can also produce independent results
• Bachelor’s Degree or relevant experience

Competitive Compensation

Covenant’s compensation philosophy’s intent is to use a competitive total compensation strategy to determine the current market value of a position while also considering individual factors such as performance in current position, time in seat of current position, experience, level of responsibility/accountability, and longevity with the company. The system will be objective and non-discriminatory.

Pay Range: $64,542.40-$106,600

Pay Grade: 10

401(k) match, Serious Health Condition Pay

Full Health Benefits Package

Medical, Dental, Vision, Telemedicine, Short & Long Term Disability, Health Savings Account, Life Insurance

Paid Time Off

Cultural Perks

Casual Dress, Tuition Reimbursement, Employee Discount Program, Dependent Care Flexible Spending Account, Adoption Assistance and Employee Assistance Program

Covenant Logistics is an Equal Opportunity Employer

M/F/Disability/Veteran

VEVRAA Federal Contractor