Customer Experience Manager

OSM is a high growth, $620M global B2C ecommerce shipper headquartered in Glendale Heights, IL. At our core, however, we are a family-owned business and still have a culture of a start-up, fostering a close-knit team. We are currently adding in our Customer Experience (CX) team where you’ll play a critical role in championing our customer-first philosophy.

At its core, this position will be responsible to two main priorities; (1) you will monitor the customer’s experience and champion innovation in effort to improve any internal customer-facing processes and (2) support the sales team in servicing customers by responding to questions or issues from the customer and proactively creating necessary customer reports or datapoints that reflects OSM’s performance.

This is a full-time role with excellent pay and benefits. This is also an in-office position working out of the Corporate Office in Glendale Heights, IL.

Things You Will Do:

• Participate in setting goals and objectives for the team and develop strategies to achieve them.
• Develop and implement policies, procedures, and best practices to improve operational efficiency.
• Support Sales Team with Industry and OSM specific network knowledge, current and proposed capabilities and custom solutions involving operations, logistics network, and technology.
• Support Sales Team with RFP preparation and response including but not limited to; internal RFP review for applicability of OSM products and services, coordination of response plan, facilitation of meetings to prepare response and support of the presentation of the response.
• Participate in customer calls and/or meetings as a subject matter expert where a network/quality/technical response is anticipated.
• Act as an internal resource for pricing/finance when understanding solutions proposed to a client and the costs associated with the solution.
• Maintain updated knowledge on industry rules and regulations concerning the handling of Hazmat packages and serve as an internal expert in hazmat shipping to assist peers and/or customers to ensure compliance.
• Partner cross-departmentally to research and resolve issues with customers.
• Maintain high user to power-user skills of available OSM hardware and software applications such as Tableau, MS Office, OSMART portals (Customer, Accounting, Ops), SalesForce, ZenDesk, etc.
• Assist in the development and implementation of products, programs and services geared towards improving OSM’s value proposition to customers.
  
  

Qualifications You Need:

• Bachelor's degree (B. A.) from four-year College or university preferred
• At least 5 years business operations/logistics experience
• Prior experience in eCommerce shipping or logistics
• Logistics network experience. In depth understanding of USPS network, LTL/Trucking, and warehouse/fulfillment operations
• Ability to travel minimum 20% of the time, as needed
  
  

Benefits:

• Comprehensive health insurance including medical, dental, vision, disability, life, and other voluntary benefits.
• Employer paid short-term disability and life insurance
• Paid time off and paid holidays available for immediate use
• 401K with a minimum of 4-7% employer contribution and profit sharing
• Gym reimbursement
  
  

Salary Range:

Between $100,000-$110,000

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