Experienced Senior Customer Experience Partner – USA Operations and Logistics
At arenaflex, we're on a mission to redefine the boundaries of possibility in the logistics and supply chain management industry. With a rich history spanning over a century, we've established ourselves as a global leader in integrated logistics, driven by innovation, transformation, and a commitment to excellence. Our diverse team of over 100,000 employees across 130 countries works together to shape the future of global trade and logistics. We're now seeking a dynamic and experienced Senior Customer Experience Partner to join our team in the USA. As a key member of our operations and logistics team, you'll play a vital role in delivering industry-leading customer experience, assisting in the setup of operations structure, and monitoring the day-to-day operations of our SCM customer experience and execution.
The Opportunity
arenaflex is a global leader in logistics and supply chain management, and we're seeking a seasoned professional to join our team as a Senior Customer Experience Partner. The ideal candidate will have a proven track record of delivering exceptional customer experience, building strong relationships with clients and stakeholders, and driving operational excellence.
Key Responsibilities
As a Senior Customer Experience Partner, you'll be responsible for:
- Thoroughly comprehending the business requirements of our supply chain SCM accounts and diligently executing programs aligned with defined IOPs, SOPs, and KPIs.
- Cultivating and sustaining enduring relationships with customers, as well as internal operational and customer service networks.
- Proactively identifying and resolving program exceptions, guided by broad guidelines provided by the Program Manager, KCM, or Customer Experience Manager.
- Leading and collaborating with the Global Service Centre (GSC) team assigned to key accounts.
- Maintaining and adjusting IOPs, SOPs, and KPIs in line with business changes.
- Analyzing gaps between operational service levels and data outputs, and proposing solutions to address these discrepancies.
- Preparing KPIs and other program initiatives for internal arenaflex stakeholders, assisting in their presentation to clients.
- Coordinating and assisting with new tactical and operational projects initiated by clients or arenaflex.
- Serving as a liaison between origin teams and clients, improving understanding and facilitating communication.
- Investigating EDI failures, analyzing inputs to determine root causes, and coordinating necessary system changes to improve performance.
- Ensuring compliance with all applicable federal, state, and local laws and regulations, as well as adherence to company procedures and policies.
We're Looking for
* A Bachelor's Degree, Diploma, or equivalent.
- Proven experience in transportation or logistics, with 2 to 4 years of functional experience required.
- Demonstrated expertise in SCM or a similar industry, with 3-5 years of relevant experience preferred.
- Solid background in shipping operations.
- Proven ability to build and maintain strong, long-term relationships with clients and stakeholders.
- Strong communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
- Ability to analyze complex data and identify opportunities for improvement.
- Strong problem-solving skills, with the ability to think critically and creatively.
Company Benefits
As a valued member of our team, you'll enjoy a range of benefits, including:
- Medical, dental, and vision insurance.
- 401k + company match.
- Employee Assistance Program.
- Paid Time Off.
- Flexible work schedules (when possible).
- And more!
Pay Range
The anticipated starting salary range for this position is $65,000-$75,000 per year. The company may adjust this range in light of prevailing market conditions and other factors such as location.
Notice to Applicants
You must be authorized to work for any employer in the U.S. arenaflex is committed to a diverse and inclusive workplace, and we welcome applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
How to Apply
If you're passionate about delivering exceptional customer experience and have a strong background in SCM or logistics, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply for this job