Customer Experience Manager

Job Locations US-PA-Elverson
Posted Date 1 month ago(5/18/2021 9:50 AM)
Job ID
2021-1593
# of Openings
1
Category
Sales

Overview

Reporting to the Vice President of Distribution Sales, the Customer Experience Manager is responsible for leading and managing Customer Service and our Ecommerce Business to Business team and related support services.  The Customer Experience Manager is responsible for identifying customer needs, responding to customer queries, and collaborate with internal departments to optimize customer services and brand awareness. 

Responsibilities

  • Effectively manage and direct a team of Sales Support Specialists as well as E-commerce customer account managers to maintain existing account base through effective long-term relationship development and ongoing customer support
  • Tracking customer experiences across online and offline channels, devices, and touchpoints
  • Collaborating with IT, as well as the production, marketing, and sales teams to enhance customer services and brand awareness
  • Aligning customer experience strategies with marketing initiatives
  • Identifying customer needs and taking proactive steps to maintain positive experiences
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications
  • Analyzing customer feedback on services and products as well as preparing reports
  • Documenting processes and logging technical issues, as well as customer compliments and complaints
  • Keeping informed of industry trends and new technologies
  • Promote and demonstrate productive and positive customer relationships by ensuring friendly, professional, knowledgeable, and responsive customer support (lead by example)
  • Work with functional leadership to create and execute strategies to continually develop team member knowledge and skill competency for all departmental processes, technology, and tools, therefore maximizing departmental efficiency, accuracy, and throughput
  • Work with departmental leadership to develop and implement performance metrics and manage to those standards
  • Develop and maintain a thorough knowledge of the Company’s available products, pricing structures, and offers additional services as appropriate to assigned existing customers. Exhibit competency in ERP navigation, order entry and quotation processes and provide any backup as needed
  • Oversee the daily order entry process to ensure timely and accurate entry into Prelude ERP. Promote a “team support” environment and re-distribute or re-prioritize workload as necessary, taking into consideration corporate strategic priorities
  • Work cross-functionally across the organization to ensure on-time delivery at levels that meet or exceed customer expectations
  • Conduct weekly team meetings to share information important to the success of the department and the company; identify and publish action items with owners and ensure timely resolution
  • Proactively communicate with primary strategic account customers. Schedule and complete customer business reviews for account development and sales growth quarterly or as needed
  • Successfully oversee and execute departmental PMP process and related team development initiatives
  • Participate in regularly scheduled divisional meetings with Account Managers and Support Specialists to review customer retention and relationship activities, progress versus goals and status of key customer relationships
  • Partner with the Distribution Sales team, as needed, to address customer service related challenges
  • Build relationships and increase company visibility through participation in Company-sponsored activities, trade shows and other similar activities where applicable
  • Perform additional duties that may be assigned as necessitated by business demands

Ideal Candidate Will Possess the Following Skills and Abilities

  • Bachelor’s Degree in Business, Marketing, Sales or related field and/or 5+ years of management experience in Sales, Operations or customer-facing role
  • Minimum of 3-years of experience in a customer-facing role identifying and addressing customer needs
  • Problem solving and critical thinking, cross-functional collaboration, excellent verbal & written communication skills, team building and coaching skills, time and resource management skills, and organizational skills
  • Computer and software proficiency (Excel, Outlook, Word, PowerPoint, CRM, ERP)
  • Possesses a valid driver’s license
  • Willingness to travel up to 10% of the time, some overnight travel may be required

This is an Elverson, Pennsylvania office based position. Standard business hours are Monday – Friday from 8:00 am – 5:00 pm

 

At Singer, we value each and every one of our dedicated staff and therefore are pleased to offer a competitive starting wage, a comprehensive benefits package including: medical, dental, vision, short-term and long-term disability, 401(k) with company match, group life insurance, flexible spending, paid time off, and paid holidays.

 

Singer is an Equal Employment Opportunity and Affirmative Action Employer

 

 

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