Customer Experience Supervisor

How does Sonwil Logistics fit you?

At Sonwil Logistics, we’ve all come from differing life experiences, but one thing is certain… we love logistics! We embrace the chaos of our industry and have a willingness to do whatever it takes to provide an unparalleled experience for our customers. Our team members are the building blocks to our success. Together, we harness our ambition and focus our energy on creating successful outcomes to fuel our growth and success daily.

Your purpose:

The Customer Experience Supervisor is responsible for supporting a team of Customer Experience Representatives, while assisting in managing and growing our core customer relationships. The Customer Experience Supervisor employs strong communication and listening skills, develops and implements processes for increased operational efficiency and accuracy, and is committed to developing a team of professionals to handle any challenge that may arise in this high-pressure, fast-paced environment. Primary responsibilities include internal performance reporting, SOP improvement, and team mentoring.

• Train and coach team members to assist and resolve customer inquiries and issues
• Managing customer relationships with a focus on strengthening the current book of business and acting as an escalation point for customer facing issues
• Manage customer onboarding process and account review to ensure readiness for account management
• Managing relationships with internal stakeholders, including other departments and divisions, to provide seamless customer experience
• Collaborating on interdepartmental processes such as bidding and rating, auditing invoices, and managing disputed charges
• Maintaining strong relationships with current and prospective shippers
• Proactively identifying problems and implement effective solutions
• Identifying opportunities for process improvement and assisting in creating and maintaining up to date SOPs
• Establish and monitor individual and team performance metrics

Your Qualifications:

• Prior experience in 3PL or logistics preferred but not required
• Enthusiastic and high energy team player
• Excellent planning, organizational, analytical, leadership and verbal/written skills
• Results driven and dedication to continuous improvement
• Ability to think strategically as well as deliver tactical results
• Willingness to go the extra mile for customer requests
• Ability to troubleshoot/problem-solve and seek/drive quality, lasting solutions in a high-pressure, fast-paced environment
• Ability to interact with all levels of customers and related parties
• High proficiency with MS Office (Excel, Word, Outlook, ect.)