Job Description

PURPOSE

The Customer Experience Manager is responsible to build and sustain seamless and professional service to meet and exceed customer’s expectations by creating strategic relationships between customer and company.

PRIMARY DUTIES & RESPONSIBILITIES

• Customer facing – to maintain strategic key customer business and relationship with TGF
•                 *   Credit application facilitation with Sales, Customer and Finance
•                 *   Onboarding set up and facilitation with Sales, Customer, Finance, Branches (both origin/destination)
•                 *   SOP creation – assist Sales, SAM, Customer and internal Toll functions to ensure proper handling
•                 *   Sales Force reporting
•                 *   CW1 and related internal systems reporting
•                 *   Assist with MBR’s and QBR’s for SAM handled accounts
• Helps to develop new business strategies, review market analysis and develop new and improved methods for selling Toll products.
• Provides input to management to respond to changing market conditions, to improve internal efficiency and maximize results.
• Develops marketing tools such as rate and tariff books.
• Performs maintenance of accounts to establish and maintain KPI standards.
• Assists in overseas campaigns and overseas visitors' requirements.
• Supports and assists in the attainment of company goals and objectives aligned with the Toll Sales Strategy
• Writes and oversees specific customer-orientated standard operating procedures (SOP)
• Prepares client quotations and presentation of proposals in conjunction with Sales.
• Reviews and prepares internal system reports and client generated reports as per client KPIs within accordance of company guidelines (i.e. System generated reports, guidance to client on iCon reporting that can be done, etc)
• Prepares and/or assists (in Global Implementation) Client Implementation Plan and identify and implement process improvements related to the client.
• Reviews and streamlines working processes to enable best practice internally and externally.
• Identifies trends and opportunities to develop new services and revenue as well as to deliver value for both client and Toll.
• Identifies potential issues and provide proactive problem solving
• Supports, encourages and drives client services and operation teams to deliver values
• Assists in mentoring and coaching the teams on client needs and act as escalation for commercial related issues.
• QBRs / MBRs
• Client calls and visits with Sales
• Forecasting with clients and communicating this with management, sales, product and DM teams

Qualifications

EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent related experience
• Minimum of five (5) years’ related experience in the global freight transportation service industry

ANNUAL BASE SALARY RANGE FOR THIS ROLE: $69,800- $103,000

Additional Information

BE CONNECTED

With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great – it’s what makes our possibilities endless.

Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities.

To find out more about us visit www.tollgroup.com/careers

You must be entitled to work in the United States and be prepared to undertake pre-employment checks including a criminal history.