Customer Experience Manager

suddath; Jacksonville (FL); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive wage with benefits package

401(k) with company matching

Weekly pay for hourly employees; bi-?e

Job summary

Suddath is seeking a Manager, Customer Experience in Jacksonville to manage move coordination and drive an exceptional end-to-end customer experience. You will collaborate with leaders and employees to develop the department and implement efficiency improvements.

The ideal candidate brings strong attention to detail, problem-solving, and communication skills, plus experience in military move coordination and a focus on customer satisfaction. Travel is minimal.

Qualifications

• Bachelor's degree (B. A.) from four-year college or university; or 3 years + related customer service and/or training; or equivalent combination of education and experience.
• Proven leadership and interpersonal skills.
• Excellent customer service and written communication skills.

Responsibilities

• Lead, train, coach, and mentor move coordinators to create a culture of excellence.
• Defines performance standards and metrics for move coordination and enables the team to meet or exceed those standards.
• Produces yearly budget with senior management and monitors financial dynamics to ensure that the department adheres to that budget throughout the year.
• Actively participates in recruiting, candidate selection, motivation and employee retention.
• Implements and communicates change to maintain alignment with Suddath vision and guiding principles.
• Investigates escalated customer complaints and provides resolution; communicates with customers via phone, text, virtual, or email channels.
• Collaborates with senior management and department managers regarding process improvements, initiatives, ensuring an exceptional end-to-end customer experience and long-term strategy.
• Oversees metrics for move coordination and identifies opportunities for individual and team improvement.
• Participates in escalation process as defined by senior management; works in concert with operational teams to provide resolution to customer complaints.
• Assists with special projects as needed.

Skills

Leadership

Customer service

Communication

Deadline-driven

Problem-solving

Vision & motivation

Self-motivation

Prioritization

Team development

Documentation & org.

Education

Bachelor's degree

Experience in customer service/training

Tools

Job description

Why Choose Suddath to "Move" your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.

General position summary:

The Manager, Customer Experience will manage the move coordination requirements for The Suddath Companies. This role will partner with business leaders, Managers, and employees to execute and manage the department development and constantly applying new ways to improve processes.

The ideal candidate has exceptional skills in attention to detail, problem-solving, communication, innovation, military move coordination experience, keen focus on providing an excellent customer experience.

Essential Duties & Responsibilities:

• Lead, train, coach, and mentor move coordinators to create a culture of excellence.
• Defines performance standards and metrics for move coordination and enables the team to meet or exceed those standards.
• Produces yearly budget with senior management and monitors financial dynamics to ensure that the department adheres to that budget throughout the year.
• Actively participates in recruiting, candidate selection, motivation and employee retention.
• Implements and communicates change to maintain alignment with Suddath vision and guiding principles.
• Investigates escalated customer complaints and provides resolution; communicates with customers via phone, text, virtual, or email channels.
• Collaborates with senior management and department managers regarding process improvements, initiatives, ensuring an exceptional end-to-end customer experience and long-term strategy.
• Oversees metrics for move coordination and identifies opportunities for individual and team improvement.
• Participates in escalation process as defined by senior management; works in concert with operational teams to provide resolution to customer complaints.
• Assists with special projects as needed.

Job Skills Required:

• Proven leadership and interpersonal skills
• Excellent customer service and communication skills (verbal and written)
• Ability to work under deadlines and within specific time frames
• Exceptional ability to identify, analyze, and solve problems
• Ability to articulate a vision and then motivate others for engagement
• Self-motivated; works with resourcefulness, urgency and with minimum supervision
• Strong ability to prioritize and re-prioritize as situations change throughout the workday
• Ability to cultivate the strengths of subordinates and peers
• Ability to tactfully and effectively address employee behavioral issues
• Strong documentation, planning, and organizing skills
• Demonstrates confidence and dexterity in difficult situations
• Ability to create a safe work environment for all employees

Supervisory Responsibilities:

Directly and indirectly supervises employees in the customer service teams. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Other Duties & Responsibilities:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education & Experience:

Bachelor's degree (B. A.) from four-year college or university; or 3 years + related customer service and/or training; or equivalent combination of education and experience.

TRAVEL:

Minimal travel required.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports.

Ability to speak effectively before groups of customers or employees of organization.

Excellent written and verbal communication skills.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circum