Senior Manager of Customer Excellence

Description

Position Summary

The Senior Manager of Customer Operations will directly work with enterprise customers (having multiple locations across multiple regions for a customer account) to maintain operational acuity and synchronization with customer an enterprise / LLP environment this position is accountable for achieving common business practices cost reduction and metrics across all logistics operations and providers. This role will drive customer growth and retention.

Pay Range : $95500 - $129100

Benefits : Our excellent benefits plan keeps associates and their families happy healthy and secure. To learn more visit

Responsibilities :

Serve as a focal point for customer issues rectify and mitigate customer issues to achieve high customer satisfaction levels.

Proactively works with primary customer interface to target opportunities to improve operational effectiveness and cost reduction.

Oversee and assist with customer accounts within the US; the goal is to identify common opportunities and implement solutions among locations in the network.

Work with Product Line Managers (PLM) for network design opportunities and pricing now opportunities.

Quarterly Business Review (QBR) lead on the new accounts.

Work with the backhaul team for opportunities and synergies within the entire network

Work with Strategic Account Executives (SAE) to find additional business opportunities in these new additional accounts

Communicate essential customer information including but not limited to operation metrics organizational changes operational procedures to all providers and logistics locations across a customer account.

Collaborate with Strategic Account Executives (SAE) to target evaluate and grow the customer account.

Oversee several area network operations. Manage customer engagement location financial processs reporting and assist solution implementation.

Identify and drive productivity improvement.

Other projects as assigned

Qualifications

Qualifications

High School diploma or equivalent required

Bachelors Degree preferred. If no degree equivalent work experience is required

5-8 years of multi-location P&L / growth experience required

Thorough knowledge of logistics operational capabilities engineering and IT tools required

Successful track record with developing customer relationships required.

Must be able to maintain consistent high level operating metrics and service levels across multiple locations and / or 3rd party logistics providers.

Ability to navigate successfully through dotted lined matrixed organization with respect to pulling in resources to help remedy customer issues required.

Must be able to develop creative solutions to help drive cost structure improvement for customers.

Regular predictable full attendance is an essential function of the job

Willingness to travel as necessary work the required schedule work at the specific location required complete Penske employment application submit to a background investigation (to include past employment education and criminal history) and drug screening are required.

Physical Requirements :

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The associate will be required to : read; communicate verbally and / or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

While performing the duties of this job the associate may be required to stand walk and sit. The associate is frequently required to use hands to touch handle and feel and to reach with hands and arms. The associate must be able to occasionally lift and / or move up to 25lbs / 12kg.

Specific vision abilities required by this job include close vision distance vision peripheral vision depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer

Required Experience :

Senior Manager

Key Skills

Business Intelligence,Children Activity,Business Analysis,Corporate Sales,ABB,Corporate Development

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 95500 - 129100