Manager of Customer Experience - Logistics & Transportation

Job Description

Job Description

Description:

LOGISTICS FOR THE INDUSTRIOUS

At Venture, we help our clients deliver their products, their promises, and their potential every day. If you believe in delivering great customer service, value partnership, and are always looking for a challenge, we’d like to meet you.

POSITION SUMMARY

The Manager of Customer Experience is responsible for supporting and enhancing the end-to-end customer journey across all logistics service lines. This role focuses on delivering a consistent, responsive, and proactive service experience that promotes customer satisfaction, retention, and advocacy. The Manager of Customer Experience collaborates with cross-functional teams that improve communication, streamline issue resolution, and ensure service delivery aligns with customer expectations and business goals.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION

• Support the development and execution of customer experience initiatives that improve service quality, enhance client retention, and strengthen brand loyalty across logistics service lines.
• Supervise and coach customer experience team members, ensuring effective onboarding, timely issue resolution, proactive client education, and high levels of customer satisfaction.
• Collaborate closely with internal teams—including Sales, Operations, Carrier Management, and IT—to address service challenges and respond to customer feedback trends.
• Track and analyze key customer satisfaction metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), retention rates, and service level performance, providing regular reports and insights.
• Identify and recommend process improvements and assist in implementing scalable service models tailored to different customer segments and business needs.

OTHER SIGNIFICANT JOB FUNCTIONS INCLUDE:

• Coordinate the development and delivery of training, onboarding, and support materials for both customers and internal teams, ensuring consistency and clarity in service expectations
• Act as a point of escalation for complex or high-priority customer issues, working to resolve concerns efficiently while maintaining clear and professional communication
• Advocate for the customer perspective by sharing insights and feedback with cross-functional teams to support company-wide initiatives and planning efforts
• Analyze customer feedback and operational data to identify trends, inform service enhancements, and support continuous improvement efforts aligned with strategic goals
• Perform additional duties as assigned
• Comply with company policies and procedures and all applicable laws and regulations

REQUIRED EDUCATION / EXPERIENCE:

• Bachelor’s degree in business, Communications, Logistics, or related field
• 5+ years of experience in customer experience, operations, or client success roles
• 3+ years in a leadership position with direct team responsibility

PREFERRED EDUCATION / EXPERIENCE:

• Experience with logistics platforms (TMS, CRM, ERP systems)
• Background in third-party logistics, freight brokerage, or transportation services

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.):

• Strong leadership and team development capabilities and advanced communication and conflict-resolution skills
• Experience implementing customer feedback systems and metrics
• Proficiency in CRM and support platforms
• Ability to think strategically and execute tactically across functions

PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.):

• Experience managing cross-functional projects that impact customer-facing processes
• Knowledge of data visualization tools (Tableau, Power BI, etc.) to present customer insights effectively
• Understanding of change management principles to support adoption of new customer experience initiatives
• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment
• Customer-centric mindset
• Analytical thinking and problem-solving skills, especially in interpreting customer data and providing insight

BENEFITS:

• Competitive pay
• Opportunity for career advancement
• Generous vacation / paid time off
• Paid holidays
• 401K with company match from day 1
• Medical, dental, vision
• Basic and supplemental life insurance

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.