Customer Experience Manager Jobs

Position Title: Customer Experience Manager

Classification: Exempt

Department: Customer Experience

Reports To: Customer Experience, Director

Date: April 30. 2023

Grade:Level 5

KSP Fulfillment

KSP Fulfillment is a culture-driven organization that places a high level of trust in our employees. Our operational processes are formed around our core values of integrity, respect, team empowerment, collaboration, continuous improvement, and quality. Each KSP employee is focused on achieving our company vision and Doing the Right Things for our customers.

Position Summary

The Customer Experience Manager is responsible for providing customer contact for day-to-day projects and order-related business. Performing order fulfillment and project management activities including timeline management; risk escalation & mitigation; reporting; invoicing; and ensuring quality work through end customer delivery.

Essential Functions

·Adhere to the Core Values of KSP Fulfillment

·Responsible for project design, implementation & execution to ensure completion on time and in a manner that satisfies requirements, provides quality outcomes, and is of mutual value.Work with all necessary department resources to achieve desired results.

·Works with leadership to resolve work risk, out-of-scope customer requests, or other project changes to ensure resolution internally and externally.

·Work proactively with customers to resolve issues, concerns, and maintain/improve customer satisfaction, understand volume needs to support operational planning.

·Responsible for understanding all operational processes to ensure quality services and appropriate expectations are set for each customer.

·Ensure all work performed follows the required Quality Control (QC) processes.

·Support customer invoicing and maintain required paperwork.

·Understand program costs vs. revenue to support both quality & efficiency goals.

·Perform business review for customers when needed/requested.

·Identify both internal and external continuous improvement measures to support the health of both KSP and our customers.

·Support and maintain all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.

·Ensure customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality.

·Development, training & leadership support for Customer Experience Team

·Understand impact of workflow on warehouse productivity

·Regular and punctual attendance

·Respectful and non-threatening treatment of others

·All other duties as assigned

Position Requirements

·High School Diploma or its equivalent required; Bachelor’s degree preferred or, in lieu of degree, 5-years of Customer Service experience

·3 years of project management experience

·Proven decision-making ability

·Strong ability balancing workload and dramatic team size fluctuations

·Ability to effectively communicate and provide feedback with both internal resources and external customers.

·Ability to read and understand written and verbal instructions

·Computer skills, including intermediate level MS Excel, ERP/WMS/OMS/TMS, EDI, data analytics & reporting

·Excellent math, reading, communication, and problem-solving skills

·Extremely detail oriented