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Sr. Manager - Customer Experience

Atlanta, GA - 2727 Paces Ferry Rd SE


Job Title:
Sr. Manager - Customer Experience

Customer Service & Contact Center Operations

United States of America



Full/Part Time:
Full time

Job Summary:
Under general supervision, the incumbent is responsible for managing a team of Customer Experience personnel and directing them in their day-to-day responsibilities as well as developing a strategy for their team to ensure day to day duties are accomplished. Responsibilities include customer engagement calls for available capacity and maintaining great customer service and profitable growth through team management. Serves as the liaison between the company and our customers and may act as the primary client manager. This position is responsible for the analysis of data to promote a better customer experience including preparing and compiling data, and leading strategic customer meetings, working with sales representative to address customer concerns, and employee development. This role will promote and foster a customer centric culture by influencing team, and external and internal clients. This role will oversee the management of activities for largest or most business-critical accounts ensuring account growth targets and providing best-in-class customer experience. This role will also oversee pricing strategy to drive customer and account growth.

Job Description:

Key Responsibilities:

• Hire, train and develop staff to meet team objectives in regards to customer satisfaction, sales, and operations.

• Manage performance of personnel by monitoring key performance indicators that lead to an excellent customer experience and profitable growth

• Promote customer success by ensuring that an excellent customer experience is provided and personnel are proactively identifying customer inefficiencies to increase stakeholder satisfaction and operational efficiency

• Gather data and derive new insights to conduct monthly and/or quarterly business reviews with key customers to ensure optimal customer experience and profitable growth

• Develop strategy to ensure freight volume meets or exceeds monthly goals and volume commitments by maintaining award compliance, growing award, and resolving any deviation to increase stakeholder satisfaction and operational efficiency

• Initiate growth focused activities to realize and capture market potential.

• Lead talent identification, development, performance and overall management efforts for full team and other high level professionals, including managers

• Leads budget meeting and exceeds team and business unit goals for sales and profitability.

• Make decisions that impact business with little to no managerial direction

• Properly manage risk and maintain financial integrity in all business matters

• Collaborate and influence internal groups to optimize business processes- receivables, payables, sales, pricing, and operations

• Lead team initiatives and drive forward customer experience team and department development

• Foster inclusive team environment and promote inclusivity with customer interactions


Minimum Qualification:

High School Diploma/GED with 4-5 years of Customer Service/Sales Experience

Preferred Qualification:

Bachelors Degree with 5 or more years of Customer Service/Sales/Management Experience; 3-4 years leadership experience

Skills & Abilities:
Experience working through change management
Experience excelling in high volume, fast-paced work environment
Experience supervising/managing a team
Experience working in transportation
Demonstrated sales focus
Experience influencing and motivating
Holding people accountable/difficult conversations
Demonstrated data analytics skills to recommend actionable solutions to customers
Demonstrated financial acumen
Ability to motivate and lead a successful team
Ability to create customer centric environment
Initiative work- exposure to other projects/group
Ability to drive change for whole customer experience organization

Bachelors: Business Communications, Bachelors: Business Administration/Management, GED (Required), High School (Required), Bachelors: Transportation Logistics

Work Experience:
Sales, Customer Service/Account Manager, Management-Entry Level, Transportation/Logistics

Job Opening ID:
00486826 Sr. Manager - Customer Experience (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

Posted 14 Days Ago

Full time


About Us

Fortune 500 experience. Career advancement. Nationwide relocation possibilities.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.

Why J.B. Hunt?

J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.

What are we looking for?

J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.