Hace 1 día
Director Customer Service
Si el reclutador te contacta podrás conocer el sueldo
Empresa confidencial en
Sobre el empleo
Categoría: Logística - Transporte - Distribución - Almacén
Subcategoría: Transporte ferroviario y marítimo
Educación mínima requerida: Posgrado
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialBeneficios
- Prestaciones superiores a las de la ley
Descripción
- Execute customer service and account management activities for all Intermodal , Van-Truckload, STM lines of business in both the Sector and Global accounts.
- Create the processes necessary to assure DLT commitments across our NB networks.
- Develop business strategy and goals and monitor results for the business in terms of customer service; facilitating actions to improve performance as appropriate and with a strong focus on continuous improvement. Identify, implement and monitor key business metrics to drive the effective execution of results providing best in class service to our customers.
- Work with Commercial Director in Mexico on the creation of strategically aligned market plans.
- Ensure successful execution of the market plans through providing market direction to CS leaders.
- Provide solicitation direction to C Experience leaders.
- Provide industry and business perspective to leaders.
- Coach and develop Mgs Account Customer Experience including the skills of leadership of frontline coordinators and other associates, key performance indicators and profitability of business. Ensure appropriate training and development for Customer Experience leadership.
- Interface with customers to ensure that commitments are understood, and needs are met.
- Work with Account Managers to create, communicate and implement department wide policies and standard operating procedures. Act as liaison to create constancy of purpose and consistency in actions throughout Customer Service. Assure that customer service experiences are standardized across lines of business and between Global and Sector customers.
- Manage strategic departmental, continuous improvement and cross-functional projects, including conceptualization, creation of action plans and measurement of progress and results through operational excellence tools such as root cause analysis, SIPOC's, WDM's and Market Feedback Analysis.
- Conduct review sessions with team to include critical success factor measurements and associate productivity.
- Act as a liaison with other departments, such as Sales, Operations, Billing Operations, etc. both in Mexico and the United States organizations.
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ID: 20555957
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