Lead high performing customer experience interactions through engaging, coaching and developing team members - Advance best practices and strategies to optimize customer experience and improve customer satisfaction scorecard - Develop and implement documented standard operating procedures, systems and methodologies to ensure best customer service practices - Implement quality assurance, productivity, and customer-service standards. - Leverage data to evaluate performance trends and to make recommendations for improved service - Assess operational challenges and conditions to ensure employees are knowledgeable and able to effectively relay network updates to customers. - Review daily and weekly reports, monitor service targets and respond to changes in business. At a minimum, you’ll need: - 5 years of Sales or related experience - Experience with Microsoft Office, specifically advanced Excel proficiency including pivot tables, VLOOKUP, and analyzing multiple lines of data - Proven process improvement experience - Ability to work with multi-functional teams to meet goals. It’d be great if you also have: - Experience with a CRM or case management system - Knowledge of warehouse and transportation operations - Project Management Experience - Experience working in the transportation / logistics industry - Excellent verbal and written communication skills with the ability to manage difficult customer conversations. - Analytical and problem-solving skills - Leadership experience.