Customer Excellence Business Partner - East

What you will do

• Own the end-to-end customer experience across your region, ensuring issues are resolved and customers stay informed
• Drive resolution of service issues by coordinating cross-functional teams and maintaining accountability
• Monitor account health, identify risks early, and proactively intervene to protect retention
• Build and manage relationships with key accounts, leading service reviews and follow-ups
• Partner with Business Unit Customer Service teams to improve processes, capability, and performance
• Support customer communication during high-impact issues, ensuring clarity and consistency
• Analyze trends in customer feedback and performance, delivering actionable insights to leadership

What we are looking for

• 5+ years of experience in customer service operations, with leadership or senior-level responsibility
• Proven ability to influence and drive outcomes without direct authority
• Strong communication skills with confidence in customer-facing situations
• Experience working in fast-paced, cross-functional environments with shifting priorities
• Ability to analyze data, identify trends, and translate insights into actionBackground in logistics, healthcare, or regulated industries preferred
• High proficiency in Salesforce and Microsoft Office tools
• Must have the capability to travel 30% of the time within the Mid-Atlantic region