Manager I, Customer Success

Mvt Logistics; El Paso (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k)

Dental Insurance

Health Insurance

Life Insurance

Paid Time Off

Tuition Reimbursement

Vision insurance

Job summary

Mesilla Valley Transportation is seeking a Manager for the Customer Success team in El Paso, TX. The role leads Account Managers and Order Entry Specialists, driving training, performance monitoring, and process improvements to ensure top service levels.

The manager will work with cross-functional teams to deliver seamless service to customers, identify future staffing needs, and implement SOPs to optimize operations.

Qualifications

• High School Diploma or equivalent is required.
• Three years related experience and/or training preferred.
• Proficient in Microsoft Office Suite or related software.
• Proficient in AS400 and PC Miler.
• Experience developing and implementing Customer Service processes.
• Ability to identify process tools and implement SOPs for Customer Services.

Responsibilities

• Leads and manages a team of Account Managers and Order Entry Specialists.
• Trains, coaches and performs performance monitoring of staff.
• Develops strategies to improve departmental efficiency, productivity, and service quality.
• Fosters a positive, collaborative team environment.
• Collaborates with cross-functional teams to ensure seamless service delivery.
• Evaluates departmental processes and implements improvements.
• Resolves issues and communicates through proper management channels.
• Identifies staff needs and coordinates training or development.

Skills

Leadership

Coaching

Performance monitoring

Cross-functional collaboration

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

AS400

PC Miler

Job description

Overview

Join the MVT Family! Mesilla Valley Transportation is hiring a Manager for the Customer Success team in El Paso, TX.

The Manager, Customer Success is responsible for leading and managing the team of Account Managers and Order Entry Specialists to ensure an efficient operation of the Account Management Department. Utilizes customer service and operations experience to provide leadership, support, training, and performance monitoring to the designated team to meet and exceed departmental goals.

Responsibilities

• Leads and manages a team of Account Managers. This includes training, coaching and performance monitoring.
• Develops and implements strategies to improve departmental efficiency, productivity, and quality of service.
• Fosters a positive team environment that promotes collaboration, teamwork, and continuous learning and improvement.
• Collaborates with cross-functional teams to ensure seamless delivery of services to customers.
• Evaluates and improve departmental processes and procedures to maximize efficiency and customer satisfaction.
• Resolves, escalates, and communicates issues through the proper management channels.
• Identifies present and future staff needs.
• Monitors departmental staff’s performance and determine if there is a need for additional training and/or development plans.

Qualifications

• High School Diploma or equivalent required.
• Three years related experience and/or training; or equivalent combination of education and experience preferred.
• Proficient in Microsoft Office Suite or related software.
• Proficient in AS400 and PC Miler.
• Demonstrated ability in developing and implementing Customer Service processes and procedures.
• Ability to identify process tools and implement Standard Operating Procedures related to Customer Services operations.
• Required to work intermittent weekends based on business needs.

Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Benefit Conditions:

• Only full-time employees are eligible.

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