Customer Solutions Manager

About the role

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.

Responsibilities

• 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.
• Audit 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• CRM or case management system experience.
• Warehouse and transportation operations knowledge.
• Project management experience.
• Experience in the transportation/logistics industry.
• Strong communication and problem-solving skills.
• Leadership experience.

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

Pay

$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.

Schedule

N/A