🕒 Article read time: 2 minutes
Generation Logistics Case Study
Erin Donnelly, Customer Experience Manager – Cubo.
Erin’s job as the Customer Experience Manager at Cubo is to ensure that experience is a positive one, so they feel valued, respected and understood. This helps Cubo build strong customer relationships and loyalty.
Erin is responsible for leading a team of people who are the first line of contact for our customers and ensures the team is trained and equipped to handle any type of issue that may arise.
The job didn’t require any specific qualifications - Cubo were looking for someone who could communicate well, a skilled problem solver who is customer centric in their thinking and empathetic, but also strategic and collaborative so they can work with all teams. A data driven individual was also important so we could track and analyse customer feedback.
Erin was attracted to the CEM position because she is passionate about ensuring that customers have a positive experience with Cubo and has a strong track record of success in customer support, and was eager to take on a more strategic role in developing and implementing customer-centric initiatives. Erin’s skills and experience made her a strong candidate for this position.
Erin’s career highlight so far is becoming Customer Experience Manager after two years, despite having no previous experience or knowledge of the industry.
“This showed me that my hard work and dedication were paying off," says Erin, "and that I was capable of achieving my goals, no matter how challenging they may seem.”
Logistics is a fast-paced and ever-changing industry, and that’s what she loves about it! In her previous role as a Supervisor in the retail industry, Erin found the work to be repetitive and boring. But in logistics, there’s always something new to learn and new challenges to solve.
Erin believes the best thing about her role is that she is constantly learning and growing, every day is different in logistics, and that there are always new challenges to solve. Erin also gets to work with a team of talented and passionate people, which makes it even more fun.
Published On: 20/03/2025 14:28:33
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