We are a leading border logistics solution between the united states and mexico. We stand out for our commitment to innovation and the professional development of all our collaborators.
objective:
maximize customer value by offering additional or complementary services to those they already use, driving profitability and loyalty.
responsibilities:
* design and implementation of strategies to improve customer satisfaction and key account retention
* monitor the performance of customer service and kam teams, ensure kpi compliance.
* implement and monitor satisfaction surveys (nps and ces).
* coordination with business areas.
* active participation to solve operational issues.
* identify opportunities to enhance the growth of clients.
* guarantee the implementation of crm.
* implement an effective escalation process to solve problems.
* promote a culture of responsibility and within the team.
* develop training and growth plans for customer service teams
* implement measurement and reduction of churn in key clients
requirements:
* minimum of 5 years of experience in leading cross-selling teams and key account management in the logistics sector.
* advanced knowledge of nps, ces, and customer satisfaction metrics
* experience in implementing crm tools and service automation
* strong leadership, problem-solving, and negotiation skills
* ability to design customer retention and growth strategies
* english : advanced (business conversation)
* visa (essential) sentri (preferential)
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