Customer Experience Manager

Lightning Transportation, Inc.; Hagerstown (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off and Holidays

Medical, Dental, and Vision Insurance

Health Reimbursement Arrangement (HRA)

Life Insurance

Employee Assistance Program

401k

Tuition Reimbursement

Career Growth Opportunities

Job summary

Lightning Transportation, Inc. in Maryland seeks a Customer Experience Manager to lead the customer service team, overseeing operations, staff training, and ensuring prompt resolution of inquiries and concerns.

You will coach, develop processes, monitor KPIs, and work with other departments to drive satisfaction and retention in a growth-oriented logistics environment.

Qualifications

• Associate or bachelor’s degree in business or related field preferred.
• 2+ years of industry experience preferred but not required.
• Proficient in Excel, Word, and Teams with strong communication and organizational skills.

Responsibilities

• Leadership, Management, and Accountability of customer service representatives across locations.
• Serve as escalation point for accounts, addressing inquiries, complaints and service requests to ensure satisfaction and retention.
• Handle escalated customer complaints and resolve complex issues with other departments when needed.
• Collaborate with Tech Team on reports, API connections, EDI connections, etc.
• Report on customer feedback, service levels, and team performance to executives.

Skills

Team Leadership

Customer Service

Communication

Problem Solving

Education

Associate or Bachelor’s degree in Business

Tools

Excel

Word

Teams

Job description

General Description Of Position

As Customer Experience Manager, you’ll lead Lightning Transportation’s customer service team, overseeing operations, training staff, and ensuring prompt resolution of customer inquiries and concerns.

CORE VALUES

At Lightning Transportation, our core values are our guide to shape our culture. By integrating these principles into our daily operations, we aim to create a positive impact on our employees, customers, and the world around us.

Built to Serve – Driven by a genuine desire to make a difference, embracing change and showing up fully committed to the vision.

Hard Working – Going above and beyond to achieve our goals and deliver exceptional service.

Customer Focused – Building long-term relationships based on trust, transparency, and exceptional service

Others First – Treating every employee with respect, empathy, and fairness.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leadership, Management, and Accountability (LMA) of the customer service representatives at all locations.
• Developing and maintaining a strong relationship with customers by serving as an escalation point of contact for their accounts, addressing inquiries, complaints and service requests ensuring a high level of satisfaction and retention.
• Handle escalated customer complaints and resolve complex issues while collaborating with other departments when necessary.
• Work with the Tech Team to meet the customers’ technology needs, including reports, API connections, EDI connections, etc.
• Report on customer feedback, service levels, and team performance to the executive team.
• Monitor data, analyze KPI’s and identify trends and areas of improvement.
• Proactively implement procedures and processes to improve our customer service efficiency and quality to improve customer satisfaction.
• Ensure customer service representatives are responding timely to customer needs such as scheduling, tracking, and problem resolution.
• Take initiative, set priorities, learn quickly, and take ownership of assigned projects and initiatives in a time and deadline driven environment.
• Supervise customer service staff as required by individual position(s); participate in hiring, evaluating, training, discipline, and discharging employees as necessary.
• Lead, coach and train all customer service representatives to enhance team skills and productivity.
• Delegate and elevate grow the team with cross training to take over roles as needed to keep up with the company growth.
• Recruit and hire the Right Person Right Seat (RPRS) by evaluating skills, competencies and talent for appointed departments.
• Foster a strong culture using EOS within your departments to coach, mentor and develop team members to enhance their skills and productivity while continually promoting the company’s core values.
• Perform any other related duties as required or assigned.

TO BE SUCCESSFUL, YOU SHOULD HAVE

• An associate or bachelor’s degree in business or a related field and at least 2 years of industry experience are preferred but not required.
• Proficient in software like Excel, Word, and Teams, with strong communication, critical thinking, and organizational skills.

PHYSICAL DEMANDS

• Lifting/pushing/pulling less than 25lbs.
• Office setting with temperaturecontrolled offices with moderate noise levels.
• Outside work is limited.

BENEFITS

• Paid Time Off and Holidays
• Medical, Dental, and Vision Insurance
• Health Reimbursement Arrangement (HRA)
• Life Insurance
• Employee Assistance Program
• 401k
• Tuition Reimbursement
• Career Growth Opportunities