Customer Engagement Lead

About the role

As a Customer Engagement Lead, you will be 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.

What You Will Do

• 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
• The willingness to travel up to 15%

Who You Are (Basic Qualifications)

• 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

What Will Put You Ahead

• Experience utilizing a Transportation Management Systems (TMS)
• Experience using project management software such as Lucid or Visio
• Experience using Power BI and Excel to analyze trends and evaluate market data
• Experience integrating GenAI into daily activities to enhance outcomes
• Experience working in OR cross-functionally with technology or accounting or operations or pricing or transportation teams to build solutions for customers

Our Team

We are a dynamic and collaborative group dedicated to building strong customer relationships. We believe in the power of working cross functionally, leveraging diverse perspectives and expertise to deliver exceptional results. We constantly strive to improve process efficiency, ensuring our customers receive the best service possible.

Benefits

• Medical, dental, vision, flexible spending and health savings accounts
• Life insurance, ADD, and disability
• Retirement plans
• Paid vacation/time off
• Educational assistance
• Infertility assistance, paid parental leave and adoption assistance (may vary by location)

Pay

Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.