Customer Engagement Lead

As a Customer Engagement Lead, you will be responsible for enhancing our customer relationship management process as well as positioning KBX and our customers for success. The Customer Engagement Lead is the primary interface responsible for developing and maintaining long-lasting business relationships with our customers. Customer service and satisfaction, communication skills, follow-up and action planning are key elements of this position. The successful candidate will exhibit strong problem-solving and decision-making skills in a fast-paced environment, have excellent communication skills, the ability to prioritize day-to-day and longer-term responsibilities, the skillset to coordinate and manage multiple customers, work well within a multi-modal team, and have excellent attention to detail/follow-through. 

We are a dynamic and collaborative group dedicated to building strong customer relationships. We believe in the power of working cross functionally, leveraging diverse perspectives and expertise to deliver exceptional results. We constantly strive to improve process efficiency, ensuring our customers receive the best service possible. 

• Develop and maintain relationships with stakeholders in our multi-customer book of business and develop a thorough understanding of a customer’s business vision, strategies, priorities, and operations. 
• Engage applicable KBX business units to create and lead meaningful business reviews for our customers 
• Help customers achieve their business and financial goals by providing timely, proactive recommendations regarding Transportation and Logistics. 
• Attain Trusted Advisor status with both key customer and KBX decision makers. 
• Identify key industry trends and opportunities to improve transportation service and cost. 
• Advocate for innovation and new ways of working between KBX and our customers utilizing improved business processes and technologies. 
• Apply creative solutions and work cross functionally to address cost, service and technical opportunities. 
• Actively engage with customers and provide advance notice of market changes or potential disruptions to their service and advise on mitigation strategies. 
• Ensure proactive Communications in the event of a service delivery disruption. 
• Provide timely summary reports both internally and to the customer. 
• Contribute and collaborate internally with the KBX team, share knowledge and best practices with team members, and serve as the voice of the customer for internal projects and initiatives. 
• The willingness to travel up to 15% 

• Experience in building customer relationships 
• Experience applying creative sol