Customer Excellence Manager

Job Overview

The Customer Excellence Manager is responsible for communicating and partnering with production centers, warehouses, carriers, and customer locations within an assigned region; maintaining and improving customer relationships, serving as the primary point of contact, and on-site business support. This position will also work with customers to identify and implement continuous improvement initiatives and stay accountable to regional performance metrics, including but not limited to the analysis of metric data and starting conversations that promote synergies between our customer operations and Red Classic operations.

Duties & Responsibilities

• Serves as the primary point of escalation for operational opportunities that cannot be resolved by the Customer Operations team, including but not limited to ongoing trailer par overages/shortages, lanes or location-specific improvement plans to improve on-time pick/delivery, reoccurring carrier issues, and other items requested by customer or carriers’ leadership team
• Provides leadership and subject matter expertise on customer operation-related matters within the assigned region
• Monitors regional customer and carrier scorecards performance and implements process improvement initiatives to improve scorecard compliance and customer satisfaction
• Travels and provides on-site leadership by communicating face-to-face with production centers, warehouses, and other customer sites; whereby, areas of responsibility can span across multiple states and include 15 plus facilities
• Partners with internal departments including Brokerage, Asset Planning, Finance, and Field Operations to optimize service and cost for the key customer accounts
• Performs other duties as assigned

Knowledge, Skills, & Abilities

• 3 to 5 years of customer service experience
• Warehouse experience preferred
• Transportation experience preferred
• Excellent interpersonal and communication skills
• Self-motivated with high accountability for personal achievement
• Ability to interact with customers with limited leader support
• Must have the ability to travel 50% of the time
• Must have excellent written and verbal skills

Minimum Qualifications

• 2 years of education beyond high school in college or technical school

Preferred Qualifications

• Bachelor’s degree 
• Knowledge acquired through 3 to up to 5 years of work experience

Work Environment

Office environment