At XPO Logistics, we believe that our success depends on our ability to provide the highest level of support and solutions for our customers. As the Senior Manager of Client Solutions, your main priority will be managing client expectations and ensuring we meet and exceed their service requirements. You’ll also focus on consistently delivering world-class service and ensuring a long-lasting, positive working relationship with our customers. Fortune named XPO as one of the most admired companies in the world and Forbes listed us as one of America’s best employers. If you’re looking for a growth opportunity with a company that’s clearly going places, join us at XPO.
Pay, benefits and more.
We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and more.
What you’ll do on a typical day:
Plan and monitor customer contact center schedules and operations; provide management information and productivity forecasts through data analysis
Maintain accountability for the performance and results of multiple related units; develop departmental plans, including business, production, operational and/or organizational priorities; control resources and policy formation in area of responsibility
Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirements
Conduct root cause analyses and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions
Respond to client strategic queries promptly, ensure promises are kept and manage client expectations; ensure resolution and follow-up on all strategic client issues in a timely manner
Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed
Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved
Develop, monitor and analyze key performance indicators; own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results
Work with clients, IT and field operations managers to coordinate and facilitate effective tests and startups
Ensure clients are proficient in using our online systems; provide training and support as needed
What you need to succeed at XPO:
At a minimum, you’ll need:
Bachelor’s degree or equivalent work experience
5 years of experience in account management or customer service in a leadership position
Extensive knowledge of the direct-to-home delivery market
Knowledge of the sales process, customer relationship management and logistics
Proficiency in Microsoft Office (Word, Excel, PowerPoint and Project)
It'd be great if you also have:
Ability to create and maintain accurate, accessible and organized documentation
Solid ability to identify new business opportunities and communicate them to the sales organization
Strong listening and questioning skills; excellent verbal and written communication skills
Self-motivated and able to work well with minimal supervision or in a team environment; ability to establish and maintain effective, collaborative work relationships both internally and externally
Ability to quickly understand the client, their products and their industry
Be part of something big.
XPO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make XPO a great place to work.
We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.