Who we are:

We are a family owned & operated moving & storage company with over 36 years of experience. Our dedication to excellence is second to none! We enable global relocation and storage logistics and have 10 office locations allowing us to champion our customer’s needs. We actively partner with charities such as Move for Hunger, American Cancer Society, and Truckers Against Trafficking.

Are you?

• Team-oriented leader;
• Have a passion for delivering exceptional customer service;
• Do you have the ability to manage multiple projects concurrently;
• Able to communicate effectively to all levels of an organization?

If you answered yes, we want you to come to be a part of the Ace Relocation Team!

Position Summary: Lead the customer experience effort so that every customer is treated in such a memorable way that when the move is complete, the customer tells someone else how favorable their experience was. Influence and take into consideration the very first interaction with the customer to the very last, including direct interaction, claims, escalations invoicing, and payments. Drive the organization to work together for optimum customer experience delivery. Support cross-functional business partners in their roles within the company to earn and maintain customer loyalty.

Priorities:

• Effectively manage the entirety of the Customer Experience Team in centralized locations as well as our service branches. This team includes Coordination Services, Quality, Survey, and Claims.
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Enable a two-way stream with customer-facing teams through – collecting feedback from customer-facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy.
• Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver following the overall customer experience strategy.
• Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change if required to improve the overall customer experience.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
• Interact at the executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Strategic Planning - Ability to develop a vision for the future and create a culture in which long-range goals can be achieved.

Benefits:

• Collaborative and team-oriented environment
• Paid vacation/sick/holidays
• Comprehensive benefits package including 401k with match
• Workplace Flexibility
• And much, much more!

Company information can be found at www.acerelocation.com.

We Take Equality Seriously: Indeed, all aspects of employment with the Company will be governed based on merit, competence, and qualifications and will not be influenced in any manner by an individual's race, religion, color, national origin, ancestry, citizenship status, physical disability, mental disability, genetic information (including testing and characteristics), sex (including pregnancy, lactation, childbirth or related medical conditions), gender identity, age (40 and over), sexual orientation, veteran status, uniformed service member status or any other status protected by local, state or federal law.