Customer Solutions Manager

RXO, Inc.; United States; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) retirement plan with company 5%

Health insurance

Paid time off

Tuition reimbursement

Job summary

RXO, Inc. is hiring a Customer Solutions Manager - LTL to drive growth across the sales organization. You will shape solutions, develop opportunities with enterprise and SMB teams, and collaborate with pricing and operations to execute when freight is awarded.

The role emphasizes improving customer experiences and expanding RXO's LTL presence within accounts. Candidates should have 5+ years in sales, strong Excel skills, and a track record of process improvements.

Qualifications

• 5 years of Sales or related experience.
• Advanced Excel skills including pivot tables and VLOOKUP.
• Proven process-improvement experience.
• Ability to collaborate with multi-functional teams to meet goals.

Responsibilities

• Lead customer experience interactions through coaching and development of team members.
• Advance best practices to optimize customer satisfaction and scorecard performance.
• Develop and implement standard operating procedures and methodologies for customer service.
• Implement quality assurance, productivity and service standards.
• Use data to evaluate performance trends and inform recommendations.
• Communicate network updates to customers and resolve operational challenges.
• Review reports and monitor service targets, adjusting as needed.

Skills

Customer experience leadership

Excel proficiency

Data analysis

Cross-functional teamwork

Tools

Excel

CRM system

Job description

Accelerate your career at RXO
RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

Compensation for this role is $70,000 - $85,000 annually. The role may also be eligible for bonus or commission pay. Actual compensation may vary due to factors such as experience and skill set.

The Customer Solutions Manager - LTL role supports LTL growth across RXO's sales organization by helping develop opportunities, shape solutions, and support strategic customer engagements.

This position works closely with enterprise sellers, SMB sales teams, and internal pricing and operations partners to identify opportunities, develop competitive LTL solutions, and position the business for successful execution once freight is awarded.

The role plays an important part in expanding RXO's LTL presence within existing accounts while helping sellers uncover and develop new opportunities across multiple sales channels.

What your day-to-day will look like:

• Lead high performing customer experience interactions through engaging, coaching and developing team members.
• Advance best practices and strategies to optimize customer experience and improve customer satisfaction scorecard.
• Develop and implement documented standard operating procedures, systems and methodologies to ensure best customer service practices.
• Implement quality assurance, productivity, and customer-service standards.
• Leverage data to evaluate performance trends and to make recommendations for improved service.
• Assess operational challenges and conditions to ensure employees are knowledgeable and able to effectively relay network updates to customers.
• Review daily and weekly reports, monitor service targets and respond to changes in business.

At a minimum, you'll need:

• 5 years of Sales or related experience
• Experience with Microsoft Office, specifically advanced Excel proficiency including pivot tables, VLOOKUP, and analyzing multiple lines of data
• Proven process improvement experience
• Ability to work with multi-functional teams to meet goals

It'd be great if you also have:

• Experience with a CRM or case management system
• Knowledge of warehouse and transportation operations
• Project Management Experience
• Experience working in the transportation / logistics industry
• Excellent verbal and written communication skills with the ability to manage difficult customer conversations.
• Analytical and problem-solving skills
• Leadership experience

Does this sound like you? Check out what else RXO has to offer.

Why Join Us:

Our Benefits

• Competitive pay
• Paid time off includes: up to 8 holidays, up to 2 floating Diversity Days, Hourly: Earn up to 13 days PTO/ Salary: Earn up to 15 days PTO, up to 40 hours bereavement leave, up to 16 hours volunteer time, jury duty, at least 2 weeks family bonding leave, up to 40 hours prenatal care leave
• 401(k) retirement plan with up to 5% company match
• Insurance: health, prescription, dental, vision, basic and supplemental life, short and long-term disability, accidental death and personal loss, business travel, legal services, ID theft, accident, critical illness, hospital indemnity
• Employee Assistance Program (EAP)
• Tuition reimbursement, adoption assistance
• Tax-Advantaged Accounts: Health Savings Account, Health Care Flexible Spending Account, Dependent Care Flexible Spending Account, Commuter Spending Account
• Health Reimbursement Arrangement

Our Culture

Our values are the key to our unique culture and our ability to deliver for everyone we serve.

We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships.

The Next Step

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.