Estes Forwarding Worldwide, LLC

  • Supervisor, VOC Program

    Job Location US-VA-Richmond
    Job ID
    # of Openings
    Regular Full-Time
  • Overview

    Founded in 2003, Richmond-based Estes Forwarding Worldwide (EFW) is a domestic and international freight forwarder. At EFW, we are always on. Our commitment to personal service has made us a leader in logistic solutions across the globe. With offices across the country, EFW offers a full range of domestic and international solutions—including air, ocean, ground and international transportation—that few competitors can match.


    The Supervisor, VOC (Voice of Customer) oversees the EFW’s VOC program and contributes to the effectiveness of the voice of the customer and specialist team, by combining their program management skills with a comprehensive understanding of how these responsibilities integrate with the broader goals of the company.  The Supervisor manages and executes upon strategic customer experience insights initiatives, leveraging customer & specialist insights to drive improvements across multiple touch points, channels, services, processes and vendors.  This position supports the Director, EFW Experience with developing processes closing the loop on feedback and maintaining EFW’s 3rd party platform while gaining valuable data through B2B and B2C surveys.    


    Duties include but are not limited to:

    • Lead the continual development, prioritization, tracking, and implementation of CX goals and strategy.
    • Lead a team promoting EFW’s vision, mission, and core values through the VOC platform responsible for monitoring, reporting out, and influencing improvement of customer satisfaction and loyalty metrics and closing the loop on real time feedback presented by EFW’s customers.  .
    • Partner closely with teams throughout the organization to build a culture of data-driven insights into EFW’s customer base and to ensure that the customer’s voice and feedback is central to decision making and communications.
    • Manage data analysis and interpretation, including customer analysis/modeling for product and service use, satisfaction, adoption, risk of defection and communicating insights and recommendations tailored to the needs of different stakeholders to drive action.
    • Lead the Net Promoter Score (NPS) program, analyze feedback and share insights and recommendations with business unit executives and other leaders.
    • Apply data analytics to customer understanding and reporting, including the development and improvement of customer personas, journey maps and infographics.
    • Work with our VOC platform vendor and consultants to lead the administration of existing surveys as well as design and implement new survey solutions using industry best practices.
    • Coach and develop a team of individual contributors to be data-driven CX advocates.
    • Develop and implement internal communication and training strategies to create awareness and engagement of CX Initiatives, and partner with Marketing Communications to develop external marketing collateral related to CX efforts and improvements.
    • Keep abreast of key industry trends, research and recommend best practices, KPIs and benchmarks.
    • Maintain confidentiality regarding company and customer information.
    • Help build out EFW’s VOC platform while gaining expertise on proper overall management of a 3rd party platform with insights and real time feedback from our valued customers.
    • Review analytical and customer data regularly to understand opportunities for improvement and generate ideas for how EFW can better serve customers.
    • Design and build performance dashboards to derive actionable insight from data.
    • Monitor post-launch of products by comparing actual results to expected results and summarize performance for stakeholders and the company.
    • Prepare and deliver reports that measure the performance and effectiveness of features presented within our VOC platform and continually review and provide insights to drive ongoing optimization.
    • Regular attendance is required.
    • Comply with company C-TPAT and TSA security procedures.
    • Perform other duties as assigned.




    • Minimum of a Bachelor's degree (or equivalent) and 2-4 years of experience in customer experience, VOC program management and/or customer service management, including 3-6 years in a leadership role. Additionally, 2-4 years’ experience with 3rd party VOC platforms, build out, inner workings, and overall management of software. However, a combination of experience and/or education will be taken into consideration. 
    • Ability to read and interpret complex business and/or technical documents.
    • Ability to write comprehensive reports and detailed business correspondence.
    • Ability to work with managers or directors and communicate ambiguous concepts.
    • Excellent communication skills and aability to present to groups across the organization.
    • Ability to establish strategies and drive execution with tangible results.
    • Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways.
    • Demonstrate the ability to drive change management and work successfully in a highly cross-functional matrix organization.
    • Advanced Microsoft Office skills - Word, Excel, and PowerPoint.
    • Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
    • Must be eligible to work in the United States.
    • At this time, EFW will not sponsor a new applicant for employment authorization for this position.
    • EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.



    EOE/AA Employer including Vets and Disabled


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