Ryder System Senior Manager Customer Success in Harrisburg, Pennsylvania
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The Customer Success Manager of Ryder's eCommerce Solutions is responsible for the development, management and oversight of the customer service model for the eCommerce fulfillment product through the development of processes and procedures that establish and build satisfaction, loyalty and retention of eCommerce Fulfillment customers. Success in this role requires the ability to build direct strategic relationships and serve as the senior advocate for key customers and their executives as well as building, growing and managing the Customer Success Team.
Manage Customer Success Team including measure, track and evaluate account service level demands and load balance assignments across team members including remote team members.
Serve as primary point of contact for key accounts and executives and escalation point for all fulfillment customers. Establish and build loyalty and retention with customers by maintaining frequent customer contact to ensure current and future needs are met.
Develop processes and procedures for team to serve as primary point of contact for Fulfillment customers, provide a single point of contact for all customer communications including planning and forecasting, day-to-day operations, problem/issue resolution, billing and invoicing inquiries and strategic business reviews.
Drive professional business communication and on-going cross-functional interaction between the customer, Sales, Implementation, Operations and Solutions departments to deliver an excellent level of customer service. Ensure follow-up on issue resolution and report outcomes to stakeholders. Understand, evaluate and make recommendations concerning customer needs.
Maintain and update account documentation and communicate updates/changes to the appropriate internal departments on an ongoing basis. Maintain review of processes and procedures for continuous improvement including quarterly business reviews.
Develop and deliver training for customers on usage of online portals to promote self-service for Fulfillment programs. Participate in customer calls and new and/or existing account set up with Implementation, Sales, Operations, IT, and Solutions.
Participate in sales support activities including supporting conferences, prospect tours and demos, and other prospect inquiries.
Create and maintain new hire onboarding and training materials
- Performs other duties as assigned.
Skills and Abilities
Understanding of supply chain, shipping and logistics networks and operating environments
Strong project management and organizational skills
Proven ability in interfacing with key executives
Ability to work independently under pressure, managing resources and multiple customers simultaneously
Demonstrated ability to manage and develop people
Demonstrated verbal and written communications skills
Natural tendency for collaboration and alignment
Proficiency with Salesforce and Microsoft Office applications intermediate required
Bachelor's degree required Operations, Supply Chain Management, Marketing, Customer Service, Business Management
Five (5) years or more of related work experience in customer or account management and at least 3 years of focus in the eCommerce category, required.
Five (5) years or more experience with ecommerce order fulfillment is preferred.
Three (3) years or more Management experience preferred.
Proficiency with Salesforce and Microsoft Office applications intermediate, required.
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.