Customer Service & Client Engagement Manager, NXTPoint

Why Choose Suddath to "Move" your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

General position summary:

• This position is responsible for the overall Management of the Domestic Customer Service Team. This position will work with his/her team to ensure our customer's experience exceeds all expectations.
• This position reports directly to the VP & GM of NXTPoint
• In addition to managing the customer service team, this position will maintain the account management relationship directly with the client
• Responsible for managing client escalations, KPI's and all reporting and analytics for identified client base

Essential Duties & Responsibilities:

• Manage the day-to-day customer service needs of all Coordinators.
• Employee recruitment including, but not limited to, hiring.
• Employee termination.
• Be available for questions from staff, for problem solving and guidance in different situations.
• In employee's absence, this position will be responsible for covering all job tasks or reassigning to available team members.
• As new processes and procedures are created, this position will be responsible for the implementation within their team.
• This position will be responsible for working with the leadership team to ensure continuity between delivery operations and customer service.
• Ensure his/her team is well versed on all corporate and customer delivery policies.
• Ensure all workflow tasks are completed in a timely manner by the customer service coordinator.
• Ensure that staff understands the importance of seeking proper approvals for exceptions to client policies & assists in finding solutions to address customer needs.
• Ensure task management within the coordination teams.
• Responsible for managing client escalations, KPI's and all reporting and analytics for identified client base
• Manage all client program needs and will work to identify new business opportunities either in existing business opportunities
• Will participate in regional conferences as necessary to drive brand awareness
• Liaison with sales team as needed on RFP's, as well as new client onboarding and implementation processes
• Responsible for contract pricing revisions and communicating impacts to pricing models

Job Skills Required:

• Excellent verbal and written communication skills
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities
• Excellent teamwork and interpersonal skills
• Ability to work under deadlines and within specific time frames
• Ability to develop and maintain positive working relationships with internal and external customers
• Must possess leadership skills
• Must be comfortable in presentation settings
• Negotiation skills necessary.

Certificates/Licenses/Registrations:

• None required

TRAVEL:

• 20% travel required

Supervisory Responsibilities:

• Responsible for customer service coordination team

Other Duties & Responsibilities:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions:

• Noise level in the work environment is usually moderate

Physical/Environmental Demands:

Activity:

• Stand - Under 1/3 Time
• Walk - Under 1/3 Time
• Sit - Over 2/3 Time
• Use hands to finger, handle, or feel - Over 2/3 Time
• Reach with hands and arms - 1/3 to 2/3 Time
• Climb or balance - None
• Stoop, kneel, crouch or crawl - Under 1/3 Time
• Talk or hear - over 1/3 to 2/3 time
• Taste or smell - None
• Other - None

Physical Activity Level:

• The employee must occasionally lift and/or move up to 10 pounds.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to reach with hands and arms.

Manual Dexterity:

• Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials.

Special Vision Requirements:

• Specific vision abilities required by this job include close vision and ability to adjust focus.

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.