JOB INFORMATION
Job Title General Manager of Customer Experience
Departments 5082 - Customer Experience Locations Garden City Terminal
FLSA Status Exempt
JOB OVERVIEW
Under the supervision of the Chief Commercial Officer, the General Manager of Customer Experience oversees the operations of the Customer Experience Center. Duties will include managing the customer experience operation, implementing new technology to automate the customer experience, and providing feedback on results and recurring problems to GPA line management. Upholds the values of the GPA to promote Safety, Integrity, Respect, Community, Creativity, and Opportunity. Promotes a safe work environment by participating in safety initiatives and reporting unsafe conditions and behaviors.
JOB DUTIES
Provides Customer Experience staff with training, development, coaching, and counseling while building a team environment.
• Conducts operational analysis and trend analysis and re-engineers workflow processes based on customer dynamics and inquiries. • Partners with other GPA departments to achieve organizational standards and objectives. • Collaborates with and provides appropriate data to service delivery partners across the organization. • Applies expert knowledge to ocean rail and truck transportation policies and practices to insure professional and effective customer experience. • Develops and implements standards, policies, and procedures to provide the highest quality customer experience via telephone, web, email, and other emerging technologies. • Develops and implements new customer experience strategies for serving both internal and external customers via self-help technology solutions, which will provide automated customer care alternatives. • Monitors and measures customer satisfaction and quality of services metrics for GPA staff. • Represents the customer experience center to key clients/customers to promote good relations between the customer experience team and its customers. This includes interaction with regulatory bodies such as but not limited to USCBP and the U. S. Department of AG. • Ensures that staff remains knowledgeable on changes in services, processes, and policies.
JOB REQUIREMENTS
Knowledge, Skills & Abilities:
• Excellent communication, presentation, and interpersonal skills both written and oral. • Must reflect a high-quality work culture essential to providing excellent service. • Should also demonstrate leadership and motivational skills within the GPA and to their clients. • The individual should thrive in a fast-paced environment and be able to mold the care process to provide timely and accurate results. • Strong interpersonal skills and the ability to interact effectively and professionally with GPA staff on all levels of administration as well as internal and external customers in order to create a result-driven team-oriented environment.
Experience:
• 4-6 years transportation experience Required • Customer Services management experience including knowledge of call center technology and operations Required • 3 years customer service experience Required • Experience with Navis Terminal Operations Application Preferred • Experience with self-help technology for customer care a plus (Internet-based service and/or IVR Required)
Education:
• Required Four year college degree in transportation business or related field • Experience with ocean port operations including international container trade and break-bulk cargo
Licenses & Certifications:
• TWIC - Transportation Worker Identification Credential Required • Drivers License - Valid state drivers license Required
Note: This job description is not necessarily an exhaustive list of all duties, responsibilities, job requirements, or working conditions associated with the job. Management reserves the right to revise the job or to require the performance of different or additional tasks. The employee must be able to perform the essential functions of the job with or without reasonable accommodation and without direct threat to the health or safety of others.
MISSION
To empower entrepreneurs, strengthen industries, sustain communities, and fortify families by relentlessly striving to accelerate global commerce.