Customer Care Manager I

We are currently seeking a Customer Care Manager I to impact the organization by supporting local customer service needs of global program-managed and/or region-level accounts (Tier I and II) - but will not be the primary contact for the relationship. In some instances this individual may manage a staff of customer care supervisors and/or hourly-paid employees. Total gross revenue portfolio may reach $80 million. 

Key responsibilities include:

 
Ensuring high levels of customer satisfaction with UPS SCS
Driving consistency in customer services practices in the department
Identifying opportunities to improve service quality
Monitoring the related quality improvement process (QIP)
Ensuring staff development
Churn reduction
Ensuring operational execution of customer requirements and client requests for the portfolio of accounts
Monitoring metrics associated with UPS SCS's commitment to the customer
Resolving issues escalated from customers and operations
Act as liaison between the customer and sales when opportunities arise for expanding the scope of client relationships and serves as point of escalation for customer issues.

 

This individual assists global or region staffing, assuring UPS SCS meets client performance goals and expectations, upholds quality standards for freight services, and delivers and increases customer satisfaction.  The Customer Care Manager I must ensure that Customer Care Reps and Supervisors obtain what they need in a timely manner from other departments in order to meet their clients' needs.  This position is accountable for efforts to reduce customer churn.  To be successful, the Customer Care Manager I must develop relationships and work closely with the various departments involved in delivering supply chain/freight forwarding services to major accounts.  As a member of UPS SCS management, an individual in this position also has the responsibilities in budgeting/financial administration, functional administration, and staff management (including career development, staffing, performance management, and organizational development) for all employees in the department. This position reports to a Customer Care Manager II or III. 

 
Candidate must have a Bachelors degree or equivalent required (in some instances, however, extensive experience relevant to the job may be considered as a substitute for the degree requirement)
A minimum of three to five years' experience in a management capacity in operations and/or customer service, in a freight forwarding or supply chain environment
Experience in operations, sales, solutions, or engineering is strongly encouraged
Candidates must show experience in managing customer relationships, resulting in high levels of customer satisfaction, understand operational methods and processes, and have a record of establishing and maintaining productive working relationships (even without direct authority)
This experience should also have resulted in an understanding of supply chain products and at least a basic understanding of the systems that support these products 
Candidates must also have experience in supervising / managing a staff and have the ability to motivate and manage a staff

 

OTHER CRITERIA

Employer will not sponsor visas for position.
There is no relocation available for this position.


 

To apply please