What are the responsibilities and job description for the CUSTOMER EXPERIENCE MANAGER position at UNIS?
Customer Experience Manager
OVERVIEW
Unis Fulfillment LLC has the vision to reach a global community: to be a true integrator of logistics, warehousing, and transportation connecting and simplifying our customers’ supply chain. The CX Manager will lead the client-facing teams, which act as the single point of contact for the customers and are focused on query resolution, escalation management, and coordination with the Product, Program, and Commercial Management teams for the respective customer segments. This position is also primarily responsible for customer retention and for identifying cross-sell/upsells opportunities to the customers. The Customer Experience Manager will engage directly with the Regional / Global teams.
Key Responsibilities
OVERVIEW
Unis Fulfillment LLC has the vision to reach a global community: to be a true integrator of logistics, warehousing, and transportation connecting and simplifying our customers’ supply chain. The CX Manager will lead the client-facing teams, which act as the single point of contact for the customers and are focused on query resolution, escalation management, and coordination with the Product, Program, and Commercial Management teams for the respective customer segments. This position is also primarily responsible for customer retention and for identifying cross-sell/upsells opportunities to the customers. The Customer Experience Manager will engage directly with the Regional / Global teams.
Key Responsibilities
- The Customer Experience Manager will drive Unis’s value proposition through excellent B2C service delivery.
- This position will work directly with the B2C internal and other global teams
- You will actively communicate with our global users, address solutions, and identify insightful ways to enhance our product/service improvements.
- Lead and coach the team daily
- Regularly monitor team performance and address or escalate shortfalls
- Responsible for ensuring the teams are adequately trained to execute the best performance
- Ensure that all products and services are delivered in line with agreed standards and will ensure that the customer and their nominated representatives and partners are kept informed of all relevant deviations.
- Ensure compliance with applicable international, federal, state, and local laws and regulations and adherence to company procedures and policies.
- Ensure smooth execution of the whole logistics lifecycle by working closely with customers and internal support groups to achieve customer satisfaction goals through proactive and reactive resolution handling and Issue resolution ownership.
- Improve submitted data quality through compliance checks
- Internal / External Stakeholder management
- Build Strong Customer Relationships.
- Responsible for hiring processes and talent development
- Understand and be familiar with KPIs and act in line with set targets.
- Drive continuous improvement opportunities and opportunities to lower costs.
- Bachelor’s degree in Business, or related field or relevant experience
- The CX Manager must have back-office experience and the ability to travel internationally.
- Periodic international travel will be required
- Advanced skills in CX measurement: survey design and implementation, proficiency with data analysis—including directing work in Excel, SQL, Tableau, Power BI—closed loop design, implementation, and optimization
- The ideal candidate must have strong software skills or a communication tech stack.
- Previous experience designing and delivering on best practice software implementations
- 5 years of experience working in the Supply Chain or related industry as a customer experience operations team.
- Prior experience in or managing projects related to Customer Experience or CX environment (1-2 years)
- Experience working with globally distributed teams
- Excellent written and verbal communication skills at all levels, including Senior and C-level partners .
- Strong organizational skills, with great attention to detail and problem-solving skills
- Demonstrate a strong, positive, and enthusiastic attitude with a willingness to invest long term
- Previous experience or knowledge in global logistics or fulfillment environment.
- Proven and functional experience in transportation or logistics required
- Solid Supply Chain Management experience and shipping operations background.
- Client or Program Management experience preferred.
- Excellent written and verbal communication skills.
- Customer and people oriented.
- MS Office tools, data analytics, and reporting.
- Focus on delivering high-quality work.
- Tech-savvy/open mindset in learning new tools or technology (Zendesk, Jira)
- Excellent conflict resolution and problem-solving skills.
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