Manager, Customer Experience

Manager, Customer Experience
CHATTANOOGA TN
08:00 AM- 05:00 PM
Position open to remote:  Yes

Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental and Vision
• Vacation, Sick, & Personal time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• On-site work out facility

What You’ll Do:

Maintain and further develop quality relationships with existing customers and warehouses. Help create and implement the strategy to grow load count with assigned customers.  Provide necessary information to internal departments in order to meet service parameters required by the customer. Serve as the liaison between USX, the customer and operations to ensure customer performance expectations are met and/or exceeded. Create a sense of partnership between the customer and USX. Responsibilities include training staff, planning, assigning and directing work, appraising performance, rewarding and disciplining staff, addressing service failures and resolving problems. Mentor, develop and manage Customer Experience Reps to achieve maximum department results and growth. Determine strategies for executing management objectives.

• Manage existing relationships with active customer base
• Maintain and further develop customer and warehouse relationships through daily communication
• Develop sales strategies and prospect potential new customers
• Proactively identify needs of each SBU and customer; internally promote brokerage and asset capabilities; coordinate with Sales, Pricing, and Planning to achieve network goals and growth goals for those business partners.
• Communicate new sales opportunities and innovative service ideas to appropriate departments
• Create and manage Standard Operating Procedures for the Customer Experience Department.
• Create and implement policies and procedures; ensure adherence to policy and procedure
• Gains and gives approval on which freight to bring on to the load board.
• Exercise discretion on business decisions regarding customer accounts
• Identifies the best loads to broker to achieve the highest possible margin.
• Represent Customer Experience as a point of contact with internal partners (e.g. Planning, Sales, Freight Analysts, and the Carrier team).
• Keep open communication channels between Load Planning Managers, other CXMs, Freight Analyst Team, and other stakeholders to enable USX to maximize and optimize load volume.
• Develop and maintain quality working relationships with US Xpress personnel by using various means of communications in order to have access to the best load opportunities
• Prioritize all available freight to efficiently and effectively cover all available customer loads
• Provide the CXRs with all information needed to properly execute logistic plans as determined by the customer to ensure proper customer service is provided.
• Find customer freight opportunities that fit the network of carrier partner services available
• Ensure customer receives quality service and customer requirements are met
• Document all special service requirements of customers and warehouses; update appropriate sales team members concerning any changes in customer requirements, freight characteristics, and market conditions.
• Provide excellent customer service by overseeing the monitoring and tracking of freight to prevent service failures
• Resolve issues about freight and deliveries between the transportation provider, customers and sales reps and manage performance metrics
• Identify new and/or reoccurring issues/problems and implement solutions
• Represent customer when working with contracted carriers
• Act as a representative of all contracted carriers
• Identify and communicate ways USX can continuously improve in its operations
• Communicate the market conditions about supply and demand of capacity and lane rates
• Understand market rates and utilize Freight Analyst Team to maximize profitability and increase network profitability. Track KPIs for capitalization opportunities produced between CXRs and the Freight Analyst Team including Customer, pro#, lane (origin/destination), rate, & RPM.
• Set and/or approve all rates and shipping lanes for transportation providers to ensure the best possible rate in the marketplace
• Approve and prioritize all current and future projects
• Conduct daily/weekly/monthly team meetings; provide feedback to staff to ensure maximum productivity
• Understand new company goals and directives and coach Team Members and other CXMs on these new directives.
• Maintain proper attendance and punctuality to ensure that the department is operated in an efficient and cost effective manner.
• Manage personnel by monitoring work performance and addressing any issues, assigning workflow and approving work schedule changes and time off.
• Monitor staff performance and address issues to positively impact results and profitability; set goals for staff and schedule staff to meet customer demand and maximize productivity
• Mentor and develop employees in computer systems
• Complete employee annual performance reviews and create goals that encourage employee development and department growth.
• Mentor and develop all staff members to ensure excellent customer service.
• Initially interview candidates and make recommendations for hire.
• May travel to a customer or business site for business related meetings or entertainment purposes.
• Help and coach CXRs to hold customers accountable for committed freight if availability exists in USX network.
• Prepare for and attend routine meetings including but not limited to the following: Routine Market Meetings with Pricing Team, Service Calls, and internal Service Meeting.
• Work with Extended Coverage Team to ensure flow of customer service is consistent.
• Prepare and participate in Startup calls with Sales and Pricing serving as the customer service subject matter expert.
• Review and take necessary action based on a variety of inputs, reports, and data analysis.
• Manage, analyze, and disseminate scorecard information for national and service sensitive customers. Develop action plans based on root cause analysis.  Work with other CXMs to execute plan. 
• Daily tasks to manage profitability include but not limited to:
  • Manage EDI rejections.
  • Manage CXR Dashboard.
  • Manage layovers.
  • Create and distribute daily market updates
  • Manage Team processing for trailer pool and bobtails.
  • Confirm CSX team completes daily checkout process through CSR dashboard.
  • Monitor CCPulse for phone activity and take action as needed.

What We’re Looking For:
Education

Experience

• Minimum 5 years in transportation is preferred with extensive industry knowledge including operations and market awareness

• Minimum 2 years managerial experience preferred
• Experience in building and maintaining customer relationships required

• Sales, Marketing or Customer Service experience required
• Experience working in a deadline driven environment preferred

Skills/Certifications

• Excellent written and verbal communication skills
• Entrepreneurial Spirit
• Attention to detail
• Ability to multitask
• Ability to work in stressful situations
• Proven management skills including team building, leadership and communication.
• Active Listening – giving full attention to what others are saying; taking time to understand the points being made
• Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgement & Decision Making – considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring – assessing the performance of yourself, other individuals and the organization to make improvements or take corrective action.
• Service Orientation – actively looking for ways to help customers, peers, and employees.
• Team Player mentality – cooperative and encourages collaboration

Supervisory Responsibility: 7-9

Work Environment / Physical Requirements – Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

#LI-Remote

Salary : $74,600 - $94,500