Customer Experience Manager

The Suddath Companies; Jacksonville (FL); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Weekly pay for hourly staff

Biweekly pay for salaried staff

PTO and holidays

Tuition reimbursement

Job summary

The Suddath Companies is seeking a Manager of Customer Experience to lead move coordination, drive process improvements, and coach a team to deliver superior customer service. You will partner with senior leaders to meet budgets, recruit talent, and resolve complex customer issues across phone, text, email, and virtual channels.

Ideal candidates have a Bachelor’s degree with 3+ years in customer service/training, strong communication, and a proven ability to motivate teams while aligning with

Qualifications

• Bachelor's degree or equivalent with 3+ years in customer service or training.
• Proven leadership and interpersonal skills; capable of coaching teams.
• Strong written and verbal communication; customer experience focus.

Responsibilities

• Lead and mentor move coordinators to deliver excellent customer experience.
• Define performance standards and manage budgeting with senior management.
• Recruiting, candidate selection, and employee retention activities.
• Communicate changes and drive alignment with company vision and guiding principles.
• Investigate escalated customer issues and provide resolutions across channels.
• Collaborate with executives to improve end-to-end processes and metrics.

Skills

Leadership

Customer service

Communication

Problem solving

Deadline orientation

Mentoring

Education

Bachelor's degree

3+ years related customer service/training

Tools

Microsoft Office Suite

Move management software

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, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations

To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties.

Planning/Organization

• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Certificates / Licenses / Registrations

None required.

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.

Working Conditions

• Cubicle working environment
• Noise level in the work environment is usually moderate

Physical/Environmental Demands

• Activity: Stand - Under 1/3 Time
• Walk - Under 1/3 Time
• Sit - Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time
• Reach with hands and arms - 1/3 to 2/3 Time
• Climb or balance - None
• Stoop, kneel, crouch or crawl - Under 1/3 Time
• Talk or hear - over 1/3 to 2/3 time
• Taste or smell - None
• Other - None

Physical Activity Level

The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms.

Manual Dexterity

Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements

Specific vision abilities required by this job include close vision and ability to adjust focus.

Equal Opportunity

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services. The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The Suddath Companies moves people and businesses together with our group of privately‑owned companies and family of brands, including Perdue and Phase Integration.

Our mission is to serve our customers, communities and each other with the highest level of care, making lives easier by delivering in the moments that matter. Since our inception more than 100 years ago, our values have been and continue to be at the foundation of everything we do. They are: Trust We foster an environment of trust through our integrity, dependability and accountability. We fulfill our promises to each other and our customers. Innovation We look for ways to continuously improve our customer and employee experience by challenging the status quo, taking smart risks and learning from mistakes. Teamwork We collaborate through common goals as one team, welcoming the diversity of ideas, encouraging and supporting one another and celebrating contributions. Caring We show empathy in all that we do, operating with compassion and understanding. We promote a safe and healthy work environment. Agility We overcome challenges by being nimble and resilient, quickly accepting, driving and adapting to change. The Suddath Companies are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability.

EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED