Manager Customer Experience Job Listing at Yusen Logistics in Secaucus, NJ (Job ID 2024-5600)

Description

The Manager of Customer Experience drives growth and customer satisfaction by managing key client relationships, identifying new business opportunities, and aligning service strategies with corporate goals. This role bridges customer needs with operational insights to ensure seamless, high-quality service across the global supply chain.

• Business Development: Identify growth opportunities, forge new partnerships, and support sales initiatives to expand market reach. Provide expertise and collaborate with the commercial solutions team to support and secure Purchase Order Management (OM) opportunities, ensuring alignment and coordination with the Supply Chain Solutions (SCS) GHQ solutions colleagues.
• New Customer Relationship Management: Serve as an operational and service consultant for prospective and new clients proactively addressing future needs, managing expectations, and ensuring excellence in service can be executed in line with the client management teams capabilites. 
• Field Support: Assist the field Business Development team in presentations, offering critical origin and operational insights that enhance client understanding and trust in our global capabilities. Act as a liaison between origin and destination teams to design/propose seamless solutions across the supply chain, leveraging a deep understanding of origin operations.
• Strategic Planning: Work closely with leadership to develop business strategies that align with corporate goals, integrating insights from both origin and destination operations to support cohesive, global strategies.
• Market Analysis: Monitor industry trends and competitor activities to uncover new business opportunities and enhance service offerings.
• Performance Metrics: Track, analyze, and report key performance indicators related to business development and customer experience, providing actionable insights to guide future strategies.
• Marketing and Development Material: Ensure all business development and marketing materials are up-to-date, consistent, and reflect the company's current corporate service offerings.

• Bachelor's degree required preferably in Business, Marketing, or a related field.
• 10+ years of experience in supply chain management, with min 4-6+ years in supply chain; business development, operations management, customer success, or account management.
• Strong interpersonal skills with a customer-first mindset.
• Proven ability to manage client relationships and expectations effectively.
• Strong analytical skills with the ability to adapt strategies to market trends.

Essential Job Functions

• Maintain regular and punctual attendance.
• Travel overnight as required.
• Work cooperatively with others.
• Interact with employees and customers in an appropriate manner.
• Use a computer for tasks such as communicating via email and preparing reports and work schedule using Yusen Logistics application.
• Review and analyze data and information concerning OM customer
• Plan, prioritize and monitor OM customer/opportunity activities.
• Complete or oversee the completion of assigned tasks/projects in a timely manner.
• Comply with all Company policies and procedures

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more.

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice.

www.yusen-logistics.com/

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.

Los Angeles County Only: Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right's Department Fair Chance Act webpage.