Customer Experience Manager

Description: Customer Experience Manager

Reports to: Executive VP of Sales

Department: Sales

Job Summary:

The customer experience manager leads the department by ensuring the development of the staff and providing excellent customer experience. Demonstrates the ability to understand complex business issues and to provide appropriate and effective solutions. Drives the department success by collaborating cross-functionally and managing a diverse workforce which sets every team member up to succeed. The customer service manager collaborates with the Sales, Distribution, Planning and Production teams to ensure an excellent customer experience.

Supervisory Responsibilities:

• Customer service team
• Training and development of staff
• Performance evaluations

Requirements:

Duties / Responsibilities:

• Manages all customer retention.
• Responsible for leading team members by establishing efficient and balanced workflows that maximize performance and accuracy of team members.
• Monitors and measures service metrics and utilizes them to develop standards, improvements, or changes to process. May makes recommendations for changes to products or services based on customer feedback and requests.
• Primary point of contact for customer service team members and customers.
• Ensures that project and/or department goals are met and adheres to approved budget.
• Oversees the resource allocation and workflow of all support activities including order processing, data collection, CRM collection, and the preparation of reports to support sales teams.
• Identifies and resolves operational issues.
• Resolves complex customer requests or complaints.
• Develop and maintain strong relationships with customers, establish trust, and build long term partnerships.
• Build strong cross-functional relationships facilitating the implementation and solution deployment that best addresses the customer’s needs.
• Utilizes customer feedback, data, and external data sources to make data driven decisions, identify areas of improvement and develop strategies to address concerns.
• Thinks creatively and develops innovative solutions to customer challenges.

Required Skills / Abilities:

• Excellent communication skills (verbal and written) required.
• High integrity, evaluation, and judgment
• Maintains the highest level of confidentiality regarding sensitive information.
• Customer complaint escalation and complaint resolution
• Customer engagement and Lifecycle Management
• Customer relationship Management (CRM) software
• Customer retention
• Data Analysis Software
• Order management.
• Sales operations

Education and Experience:

• Bachelor’s degree in business or accounting preferred.
• 2-4 years of related experience in wood manufacturing industry preferred.
• Advanced capabilities with Microsoft
• Advanced business forecasting, statics, and analytical thinking skills

Physical Requirements:

• Prolonged periods sitting/standing, performing repetitive actions that may entail bending, stooping, twisting, lifting, reaching, pushing, and pulling.
• Must be able to lift, push or pull 25 to 50 pounds of force occasionally, and/or 10 to 20 pounds consistently.
• Visual acuity is necessary to perform job tasks safely and effectively.
• May travel up to 25%.