Position title
Customer Experience Lead
Description
The Customer Experience Lead will act as the primary point of contact for customer service execution and will support continuous improvement efforts in line with NAPA Transportation’s service standards.
Responsibilities
- Customer Relationship Management
Maintain timely and professional communication, manage escalations effectively, and foster long-term customer partnerships through consistent service and support. - Order & Appointment Coordination
Schedule and monitor pickup and delivery appointments, balancing customer requirements with operational capacity. Proactively manage conflicts and ensure timely communication of changes. - Problem-Solving
Identify and assess service issues promptly. Apply sound judgment to resolve challenges or escalate when appropriate to minimize disruption and maintain service standards. - Data Management
Ensure transportation records are consistently accurate and up to date, including appointments, events, and trailer tracking. Leverage internal systems and reporting tools to support efficient workflow and data-driven decision-making. - Support Strategic Goals
Partner with Senior Managers to enhance service delivery, streamline processes, and support long-term customer satisfaction.
Qualifications
- Prior customer service within the transportation industry experience.
- Strong attention to detail and organizational skills.
- Excellent verbal and written communication abilities.
- A proactive, team-oriented mindset with the ability to manage multiple tasks in a fast-paced environment.
- Ability to work in the office.
Job Benefits
- Competitive Compensation
- Pay Increases (based on performance)
- Career Advancement
- Paid Vacation
- Paid Holidays
- Great Benefits
- 401k with company match
About NAPA
NAPA proudly offers an innovative and dynamic culture, competitive compensation and a comprehensive benefits package, including medical, prescription, dental, vision, company paid life insurance, paid holidays, paid time off, 401k with company match, tuition reimbursement & much more!
Hiring organization
Employment Type
Full-time
Industry
Trucking
Job Location
Mechanicsburg, PA
Working Hours
M-F
