Solutions driven success.

XPO is a top ten global provider of transportation services, with a highly integrated network of people, technology and physical assets. At XPO Logistics, we look for employees who like a challenge and can communicate effectively in all situations. We want to leverage your skills and years of experience to drive positive results while ensuring a bright future for yourself and XPO. If you're looking for a growth opportunity, join us at XPO.

1st Shift

As the Manager, Customer Solutions, you will drive the delivery of a high-quality customer experience. You will engage with key stakeholders to foster strong business relationships, create standard processes, and implement effective systems. If you're looking for a growth opportunity, join us at XPO.

Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.

What you'll do on a typical day:

• Lead high performing customer experience interactions through engaging, coaching and developing team members


• Recognizes customer service requirements by building customer relationships and partnering with operational teams


• Develops and monitors KPIs to report key performance measurements


• Advance best practices and strategies to optimize customer experience and improve customer satisfaction scorecard


• Create and implement training to promote a best-in-class customer experience.


• Develop and implement documented standard operating procedures, systems and methodologies to ensure best customer service practices


• Implements quality assurance, productivity, and customer-service standards.


• Leverage data to evaluate performance trends and to make recommendations for improved service


• Monitor the daily workload status of the team, ensuring balance of tasks to meet department deadlines and response time


• Assess operations challenges and conditions to ensure employees are knowledgeable and able to effectively relay network updates to customers.


• Review daily and weekly reports, monitor service targets and respond to changes in business


• Manage team resources; to include staff hiring, motivating, retention, training, and performance management to ensure excellent customer service

At a minimum, you'll need:

• Bachelor's degree or equivalent related work


• 5 years of Customer Service or related experience, with some leadership experience


• Experience with Microsoft Office


• Proven process improvement experience


• Ability to work with multi-functional teams to meet goals

• Bachelor's degree in business, supply chain or related field


• Experience with a CRM or case management system


• Knowledge of warehouse and transportation operations


• Project Management Experience


• Experience working in the transportation / logistics industry


• Technical and analytical skills


• Experience managing contact center operations

#LI-Hybrid

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are not an exhaustive list of all required responsibilities, duties and skills for this job classification.

Review XPO's candidate privacy statement here.