Job Information
RPM Customer Experience Representative: OEM in Royal Oak, Michigan
Customer Experience Representative: OEM
RPM is an international non-asset-based logistics and supply chain solutions company. Our focus is to provide customizable solutions tailored to support today’s complex supply chains. As one of the fastest-growing logistics companies in North America, RPM executes thousands of shipments per month through a combination of digital innovations and an unwavering commitment to customer success. RPM has evolved as a disruptive and differentiated, end-to-end transportation service provider, to meet the ever-changing needs of its customers. RPM proudly services the some of the most recognizable and transformative companies in the world as The Driving Force in Logistics™
Your Role
As the Customer Experience Rep at RPM Freight Systems, your role is essential in enhancing our customer relationships and managing their journey with us. You will be responsible for addressing complex customer issues, improving communication strategies, and identifying areas for service enhancement. If you have a knack for understanding customer needs and can lead a team towards delivering exceptional customer experiences, your skills are highly valued here.
Day-to-Day Responsibilities
Manage root cause analyses for escalated customer events, ensuring resolution and transparency
Develop and implement communication plans with customers for proactive and interactive engagement
Lead the team in addressing customer questions and managing exceptions and escalations
Oversee dealer damage notification intake and act as the primary contact for dealership-related escalations
Identify areas for service improvement and implement strategies to enhance customer satisfaction
Analyze customer feedback and market trends to identify opportunities for service enhancements
Coordinate with marketing and communications teams for consistent messaging across customer touchpoints
Monitor customer experience metrics, using insights to drive continuous improvement
Develop customer engagement strategies to enhance loyalty and customer retention
Engage directly with customers to understand their needs and address complex issues
Perform Pre-Qualification process for location & dealership profiling
Preferred Qualifications
Bachelor’s Degree in Business, Communications, or a related field
2+ years of experience in customer service or customer experience roles
Proven track record of managing customer escalations and improving customer satisfaction
Excellent communication, interpersonal, and negotiation skills
Strong analytical skills to understand customer feedback and trends
Experience in creating and implementing customer engagement strategies
Ability to work collaboratively in a team environment
Proficiency in CRM software and data analysis tools
Compensation and Benefits
Base + Pooled Commission
BCBS (medical), Delta Dental & VSP (vision)
Life insurance, short & long-term disability – paid by RPM
Maternity & Paternity Leave401(k) with generous employer match
Unlimited PTO – use it!
Come as You Are
RPM is an Equal Opportunity Employer. RPM does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. This job description is intended to define the general nature of the work performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills of employees in this role. All our employees may be required to perform duties outside of their normal responsibilities from time to time.
Recruitment Agency Notification
RPM does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, RPM employees, or any other company location. RPM is not responsible for any fees related to unsolicited resumes.
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