Senior Manager, Customer Care

 

 

Accelerate your career at RXO. 

RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we’re revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

 

As a Senior Manager, Customer Care in Last Mile at RXO, you’ll responsible for day-to-day operations of the Resolution Team in Customer Care – Last Mile. This role will require the investigation and monitoring of Supervisory and Specialist level work, which is completed verbally and/or in writing to ensure we are providing stellar customer service, complying with all applicable SOPs, and minimizing negative impact to the company. You’ll handle highly escalated situations which may involve answering/making calls to customers and/or merchants while conducting research.

 

What your day-to-day will look like:

• Manage the end-to-end error resolution process for work stream and ensure that there is adequate staffing to meet the current and projected workload 
• Maintain high standards for all operational activities 
• Manage employee work schedules, including assignments, job rotation, training, vacations (PTO), cover for absenteeism and overtime scheduling 
• Become a subject matter expert regarding XLM vendors and convey accurate information to the customer regarding the Resolution process 

• Gather data from internal and external systems to substantiate transactions and determine appropriate course of action 
• Communicate effectively and concisely with merchants, colleagues, and customers to resolve escalation and dispute cases 
• Document the customer’s response to the questionnaire clearly (no RXO jargon, acronyms, etc.), concisely and keep it fact based 

 

What you’ll need to excel:

At a minimum, you’ll need:

• Bachelor’s degree or equivalent related work or military experience 
• 5 years of operations experience 
• Experience with Microsoft Office (PowerPoint and Project) 

 

It’d be great if you also have:

• Supervisory experience in a transportation/supply chain environment 

• P&L experience 
• Proven leadership and collaboration skills with experience effectively supervising, coaching, and influencing employees 
• Excellent analytical, communication and time management skills 

 

In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter your background — the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.

 

Does this sound like you? Check out what else RXO has to offer.

 

Massive Benefits

• Competitive pay
• Health, dental and vision insurance
• 401(k) with company match
• Life insurance, disability
• Employee Assistance Program (EAP)
• Paid time off