- Manage root cause analyses for escalated customer events, ensuring resolution and transparency
- Develop and implement communication plans with customers for proactive and interactive engagement
- Lead the team in addressing customer questions and managing exceptions and escalations
- Oversee dealer damage notification intake and act as the primary contact for dealership-related escalations
- Identify areas for service improvement and implement strategies to enhance customer satisfaction
- Analyze customer feedback and market trends to identify opportunities for service enhancements
- Coordinate with marketing and communications teams for consistent messaging across customer touchpoints
- Monitor customer experience metrics, using insights to drive continuous improvement
- Develop customer engagement strategies to enhance loyalty and customer retention
- Engage directly with customers to understand their needs and address complex issues
- Perform Pre-Qualification process for location & dealership profiling
- Bachelor's Degree in Business, Communications, or a related field
- 2+ years of experience in customer service or customer experience roles
- Proven track record of managing customer escalations and improving customer satisfaction
- Excellent communication, interpersonal, and negotiation skills
- Strong analytical skills to understand customer feedback and trends
- Experience in creating and implementing customer engagement strategies
- Ability to work collaboratively in a team environment
- Proficiency in CRM software and data analysis tools
- Base + Pooled Commission
- BCBS (medical), Delta Dental & VSP (vision)
- Life insurance, short & long-term disability – paid by RPM
- Maternity & Paternity Leave401(k) with generous employer match
- Unlimited PTO – use it
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Customer Experience Representative: OEM - Royal Oak, United States - RPM
Description
Customer Experience Representative: OEM
RPM is an international non-asset-based logistics and supply chain solutions company. Our focus is to provide customizable solutions tailored to support today's complex supply chains. As one of the fastest-growing logistics companies in North America, RPM executes thousands of shipments per month through a combination of digital innovations and an unwavering commitment to customer success. RPM has evolved as a disruptive and differentiated, end-to-end transportation service provider, to meet the ever-changing needs of its customers. RPM proudly services the some of the most recognizable and transformative companies in the world as The Driving Force in LogisticsTM
Your Role
As the Customer Experience Rep at RPM Freight Systems, your role is essential in enhancing our customer relationships and managing their journey with us. You will be responsible for addressing complex customer issues, improving communication strategies, and identifying areas for service enhancement. If you have a knack for understanding customer needs and can lead a team towards delivering exceptional customer experiences, your skills are highly valued here.
Day-to-Day Responsibilities
Preferred Qualifications
Compensation and Benefits
Come as You Are
RPM is an Equal Opportunity Employer. RPM does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. This job description is intended to define the general nature of the work performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills of employees in this role. All our employees may be required to perform duties outside of their normal responsibilities from time to time.
Recruitment Agency Notification
RPM does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, RPM employees, or any other company location. RPM is not responsible for any fees related to unsolicited resumes.
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