Customer Experience Manager - Lead & Elevate Service

Maersk; West Valley City (UT); Hybrid; 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

And more!

Job summary

Maersk USA is seeking a Customer Service Manager in West Valley City, Utah to lead and optimize customer and business support processes for top brands. This hands-on role trains and develops customer service associates while delivering best-in-class service across the organization.

You will guide a team of service agents and supervisors, monitor performance metrics, and collaborate with sales to retain clients and grow current business.

Qualifications

• Strong partnerships, collaboration and goal achievement are essential.
• Excellent interpersonal, written and verbal communication.
• Proven time management and organizational skills.
• Proficient in MS Office suite.
• Maintain a positive attitude and high energy.
• Detail oriented and analytical mindset.
• Ability to stay outcome oriented with a strong performance culture.
• Capable of managing multiple tasks simultaneously.
• Maintain high standards and clear accountability.

Responsibilities

• Create and monitor department workflows, training staff, and reviewing performance metrics.
• Provide frequent and comprehensive performance feedback.
• Manage a team of service agents and supervisors.
• Handle customer calls professionally, regardless of difficulty.
• Deliver world-class customer service and coach staff to do the same.
• Anticipate client needs based on historical activity and market knowledge.
• Develop strategies to attract top talent and improve retention.
• Use data to coach staff and celebrate success.
• Advocate for customers in all business engagements to ensure value.
• Collaborate with sales to support client retention and growth.
• Assist account executives with growing current business.
• Participate in client QBRs and reporting requirements.
• Assist with client corrective action reports.

Skills

Partnership building

Interpersonal communication

Time management

MS Office

Enthusiasm & positivity

Analytical

Multi-tasking

Accountability

Job description

Maersk USA is seeking a Customer Service Manager in West Valley City, Utah to lead and optimize customer and business support processes for top brands. This hands-on role trains and develops customer service associates while delivering best-in-class service across the organization.

You will guide a team of service agents and supervisors, monitor performance metrics, and collaborate with sales to retain clients and grow current business.