Experienced Customer Experience Supervisor – Brokerage Products (Remote)

Are you a customer-centric leader with a passion for driving growth and excellence in a dynamic brokerage environment? Do you thrive in a fast-paced, remote setting where innovation and collaboration come together to deliver exceptional results? If so, we invite you to join arenaflex, a Fortune Global 500 organization, as an Experienced Customer Experience Supervisor for Brokerage Products. At arenaflex, we're committed to empowering our employees to become better versions of themselves every day. Our culture is built on a foundation of innovation, teamwork, and a shared passion for delivering exceptional customer experiences. As a Customer Experience Supervisor, you'll play a critical role in shaping the future of our brokerage business, driving revenue growth, and reducing churn. If you're ready to take your career to the next level and make a meaningful impact, we encourage you to apply.

Job Description:

As a Customer Experience Supervisor for Brokerage Products, you'll be responsible for managing customer relationships across hundreds of Small and Medium Business (SMB) customers. You'll utilize frequent communication and documentation of actionable items to improve customer experience, collect Net Promoter Scores (NPS), and drive awareness and improvement initiatives focused on revenue and churn.

Responsibilities and Duties:

* Collects Voice of the Customer (VOC) Feedback (Issues and Successes), Net Promoter Service Scores, and Sales Data

• Manages and evaluates Small and Medium Business (SMB) VOC data, presents findings to Brokerage Operations, and assists in the resolution of issues
• Drives awareness and improvement initiatives focused on revenue and churn
• Documents corrective action plans
• Generates Customer Metric Summary reports
• Manages customer profiles within online Customer Care Platform that is viewable to the Brokerage Product network
• Manages customer Standard Operating Procedures (SOP) within the online Customer Care Platform including customer review and sign off
• Identifies gaps in customer service trainings and partners with trainers to update training materials
• Conducts new business implementation audits to ensure accuracy of account set up
• Conducts organic growth discussions to aid in brokerage revenue growth
• Manages special projects as assigned

Knowledge and Skills:

* Possesses at least 1 year of Customs Brokerage Operations experience - Required

• Possesses customer facing experience - Required
• CargoWise - SalesForce experience - Preferred
• Customs Brokerage license - Preferred
• Applies service, product, and customer technology knowledge
• Assesses business needs
• Conducts customer analysis
• Detail oriented
• Generates reports
• Problem solver
• Creative / Enjoys Ideation
• Creates strategic customer partnership
• Availability to travel to customer meetings (less than 10%)

Other Criteria:

* This is a remote position

• Job Grade: 20C - Supervisor
• Schedule/typical working hours: Monday-Friday 9am to 5pm ET

Compensation and Benefits:

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $56,640/year in our lowest geographic market up to $105,060/year in our highest geographic market. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. Hired applicants may be eligible for Medical/prescription drug coverage, Dental & Vision Benefits, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, Educational Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick/Family and Medical Leave time as required by law, Discounted Employee Stock Purchase Program.

Employee Type:

Permanent arenaflex is committed to providing a workplace free of discrimination, harassment, and retaliation. Employer will sponsor visas for specific positions. arenaflex is an equal opportunity employer. arenaflex does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law. If you're a motivated and customer-focused leader who is passionate about driving growth and excellence in a dynamic brokerage environment, we encourage you to apply for this exciting opportunity. Join arenaflex today and become part of a team that is shaping the future of our industry. Apply to this job Apply for this job