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Customer Service Lead

Job Description

The Lead, Member Experience is accountable for identifying the training needs and tools for the team and providing on boarding and training of new and current associates. This role is responsible for all research and solution development associated with productive truck and capacity utilization and in-window performance.
Job Requirements
Job Duties/Responsibilities:
Performs gap analysis, and tracks and reports impacts of all modifications. Serves as first point of escalation for associates and determines appropriate actions or if further escalation is required. Represents the Member Experience team on all Field Region, District and/or Unit calls Acts as the liaison between field operations, IT and business partners to exchange information and drive improvement in customer experience. Identifies training and development needs and develops training documentation based on business, team, and individual needs or goals Leads training sessions and coaches associates on resolving customer, client, operations, and carrier issues within one contact. Champions support for carrier routed units. Assists Supervisors with the resolution of associate relationship issues that arise within the functional areas. Possesses solid understanding of Escalations, Routing, Order Management and Digital Manifest system capabilities, parameters and configurations Leverages extensive knowledge of freight lane structure, routing and freight lane management to work with Routers, Field Operations and Carriers to determine appropriate system settings and manage each market Understands routing system capabilities and limitations, and how configurations and perimeters set by the user impact the overall routing solution. Gathers and analyzes data on truck productivity, resource fluctuations and performance trends (stops per truck, rentals versus contract, miles between stops, team hours/length of day), and provides recommendations on gaps and opportunities as well as ideas for improvement. Identifies and reports trends to the appropriate business partners to drive ownership and long term resolution. Provides root cause analysis and resolutions to MSO, Field Operations and Home Delivery Leadership. Identifies and assesses systemic opportunities at a market level that would impact key operating metrics. Performs other duties as assigned
Job Requirements:
Working knowledge of routing and routing applications Ability to perform gap analysis and report/communicate results Ability to follow direction and handle stressful situations Ability to work variable and flexible hours including nights and weekendsINTERNAL JOB DESCRIPTION Strong organizational and time management skills Effective oral and written communication in small and large groups Ability to prioritize and multi-task in a fast-paced environment Demonstrated problem solving skills Demonstrated networking and collaboration skills, including ability to leverage partnerships to drive results Previous training experience Ability to plan and implement assignments
Preferred Skills:
Proficiency in Microsoft Office Customer Service experience Routing experience
Education Experience:
HS Graduate or Equivalent
Years of Related Experience:
< 1 Year
Age Requirement:
18+#Distribution45375

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