Customer Engagement Lead

About the role

The Customer Engagement Lead is responsible for enhancing our customer relationship management process as well as positioning KBX and our customers for success. The Customer Engagement Lead is the primary interface responsible for developing and maintaining long-lasting business relationships with our customers. Customer service and satisfaction, communication skills, follow-up and action planning are key elements of this position.

Responsibilities

• Develop and maintain relationships with stakeholders in our multi-customer book of business and develop a thorough understanding of a customer’s business vision, strategies, priorities, and operations.
• Engage applicable KBX business units to create and lead meaningful business reviews for our customers
• Help customers achieve their business and financial goals by providing timely, proactive recommendations regarding Transportation and Logistics.
• Attain Trusted Advisor status with both key customer and KBX decision makers.
• Identify key industry trends and opportunities to improve transportation service and cost.
• Advocate for innovation and new ways of working between KBX and our customers utilizing improved business processes and technologies.
• Apply creative solutions and work cross functionally to address cost, service and technical opportunities.
• Actively engage with customers and provide advance notice of market changes or potential disruptions to their service and advise on mitigation strategies.
• Ensure proactive Communications in the event of a service delivery disruption.
• Provide timely summary reports both internally and to the customer.
• Contribute and collaborate internally with the KBX team, share knowledge and best practices with team members, and serve as the voice of the customer for internal projects and initiatives.

Qualifications

The successful candidate will exhibit strong problem-solving and decision-making skills in a fast-paced environment, have excellent communication skills, the ability to prioritize day-to-day and longer-term responsibilities, the skillset to coordinate and manage multiple customers, work well within a multi-modal team, and have excellent attention to detail/follow-through.

Skills

• Experience in building customer relationships
• Experience applying creative solutions to customer problems
• Experience communicating and presenting ideas to stakeholders/customers to influence business decisions
• Experience in Transportation and/or Logistics operations

Preferred experience includes utilizing a Transportation Management Systems (TMS), project management software, Power BI and Excel, and integrating GenAI into daily activities.

Benefits

Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance.