Customer Experience Leader — Team Coaching & Strategy

APM Terminals; West Valley City (UT); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k + Company Match

Employee Assistance Program

Paid Time Off

Flexible Work Schedules (when possible

And more!

Job summary

Maersk Logistics & Services USA, Inc. is seeking a Customer Service Manager to develop and optimize customer and business support processes, ensuring best in class customer experience for the brands we represent.

This is a hands-on management position that will train and develop customer service associates. You will lead workflow design, monitor metrics, provide feedback, collaborate with sales for client retention, and drive talent attraction and retention strategies to strengthen the service

Qualifications

• Leads and develops the customer service team and processes.
• Creates and monitors department workflow, with training and metrics.
• Provides frequent, comprehensive performance feedback.
• Partners with sales to retain clients and grow business.
• Conducts client QBRs and reports with accuracy.
• Drives talent attraction and retention through innovative strategies.

Responsibilities

• Create and monitor department workflow, training staff, and reviewing metrics and performance of staff
• Provides frequent and comprehensive performance feedback
• Manage a team of service agents and key supervisors
• Handle customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Delivers legendary world-class customer service and ensures staff does the same
• Continuously work to anticipate client needs based on historical and current business activity and knowledge of client markets
• Create, implement and manage innovative strategies to attract top talent and increase retention
• Be an advocate on behalf of the customer for all business engagements to ensure a consistent and valuable experience
• Work with the sales team on client retention
• Assist account executives with growing current business
• Participate in client QBR’s
• Manage any client requested reporting functions
• Assist with client requested corrective action reports

Skills

Partnership building

Interpersonal communication

Time management

Organizational skills

MS Office

Customer service

Analytical

Problem solving

Team leadership

Performance coaching

Tools

MS Office Suite

Job description

Maersk Logistics & Services USA, Inc. is seeking a Customer Service Manager to develop and optimize customer and business support processes, ensuring best in class customer experience for the brands we represent.

This is a hands-on management position that will train and develop customer service associates. You will lead workflow design, monitor metrics, provide feedback, collaborate with sales for client retention, and drive talent attraction and retention strategies to strengthen the service