YRC Freight Customer Experience Coordinator(Indianapolis,IN;Akron,OH;Harrisburg,PA) in Indianapolis, Indiana

Opportunity Details:


Responsible for ensuring the Pod provides the highest level of service for its assigned portfolio of customers. The Customer Experience Coordinator will collaborate with sales, operations and finance teams.


  1. Analyze weekly Pod level financial and service target reporting. Lead weekly Pod meetings & daily stand-ups.

  2. Daily collaboration with the CAE, Logistics Engineer & Pricing Manager roles.

  3. Responsible for Customer Satisfaction and Retention including executing progressive account reviews (QBRs), build and maintain KPI reports with the Logistics Engineer, effectively promote our YRCW and Logistics Solutions capabilities/services to drive organic growth.

  4. Participate in the development of business plan forecasts, budgets, account deliverables, etc.

  5. Manage pricing expectations and performance, to include RFP and CSNI support.

  6. Monitor customer performance (growth / decline) and provides monthly reporting.

  7. Responsible for customer site visits, new account/location onboarding & training.

  8. Provide successful implementation, work cross-functionally with sales and other shared services to provide seamless integration for the account.

  9. Build and monitor customer Service Level Agreements.

  10. Support execution of customer Freight Optimization & Compliance projects.

  11. Become an expert at all necessary YRCW systems to include CRM. Collaborate with IT team to enhance customer experience.

  12. Stay current with industry related news and share with teams.

  13. Help to manage the lead process in CRM including lead follow up and compliance with CAE & IAE.

  14. Utilize thorough knowledge and experience with the customer and their industry to address and resolve customers’ supply chain challenges.

  15. Champion consumer-centric culture inside and outside the Inside Sales Pod.

  16. Establish rapport across the OpCo DCs and Terminals, effectively work with them to drive excellent customer service, freight tracking and dispute resolution.

  17. Use performance improvement techniques and principles to continually improve transportation services for customers.

  18. Understand and manage applicable financial components of Accounts Receivable.

  19. Collaborate with Account Transition Specialist team to ensure at-risk territories and key relationships are recognized and maintained.



  1. Bachelor’s Degree in a related field preferred but not required

  2. Demonstrated analytical, business planning and problem solving skills.

  3. A minimum of three (3) years of operations or industry experience.

  4. Knowledge and experience in PC and Mainframe applications.

  5. Extensive Customer Service experience and demonstrated history of proactive problem solving.


  1. MBA

Requisition Number 2016-24823

Location US - IN - Indianapolis

US - OH - Richfield

US - PA - Carlisle

Posted Date 11/29/2016

Category Sales & Marketing