Customer Experience Manager Jobs

Job Title: Customer Experience Manager

Company: Triad Technologies

Location: Maumee, Akron, or Vandalia, OH

JOB SUMMARY: The Customer Experience Manager is responsible for the oversight of Triad’s customer service function and ensuring the department’s processes and customer interactions create positive experiences.

Key performance objectives in order of priority with projected time allocation are:

• Customer Experience: Proactively engages with internal and external customers to better understand their expectations and create a best-in-class customer experience.
• Pricing and Margin Optimization: Executes a valued-based pricing process for determining optimal price points that support profit margin and customer growth goals by business unit and market.
• Standards and Execution: Leads the implementation and ongoing improvement of processes, systems and tools that create a competitive advantage through data management and increased productivity and efficiency of the sales and customer facing activities.
• Coaching and Oversight: Builds a high performing customer service team that consistently delivers on performance objectives while adhering to the company’s values.

ESSENTIAL DUTIES AND RESPONSIBILITIES The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.

Interpersonal Responsibilities:

• Manages the on-boarding process within customer service; monitors new team members’ acclimation to the company and creates individual roadmaps for development.
• Continuously evaluates the talent base and overall bench strength of the customer service team. Establishes accountabilities and performance agreements, monitors execution and provides ongoing feedback. Assures team continuity through identification of high potential employees, and gaps in key areas, along with the development of plans to address future staffing needs.
• Builds and maintains key customer relationships that brings an outside in perspective to the organization and contributes to account retention and engagement.
• Creates and embraces a customer centric culture focused on understanding a customer’s requirements and unique needs and working collaborative with operations to deliver memorable customer interactions.
• Participates in the talent acquisition process for direct report positions as needed. Selects individuals who reflect Triad’s values and possess the knowledge, skills, and abilities to provide the level of competence required to drive the department’s operating plan.

Operational Responsibilities

• Collaborates with the CSR Manager on planning and implementing comprehensive employee development and training programs that are designed to build advanced customer service and sales skills and the team’s proficiency with efficiently navigating Triad’s processes and procedures.
• Works with accounting on customer billing information changes and resolving issues with inputting data into the system.
• Assists the Vice President Business Development with the development and execution of mapping the customer journey to help the organization see the business from the customer’s perspective and develop tailored, channel specific experiences across all touchpoints.
• Responds to request for information by the Inventory Manager concerning unsold stocked items and works with the CSR team to reduce the items and control excess inventory.
• Works with the Operations Manager on developing consistent order management workflows across territories.
• Triages communication and systems issues between customer service and purchasing that affect pricing and on-time delivery.
• Manages order fulfilment within P21 and serves as a technical resource for the customer service team, assisting as needed to troubleshoot P21 functionality. Provides Business Technologies with feedback on the P21 user experience and recommendations for enhancing the platform’s usability.
• Tracks and analyzes sales, gross profitability and on time delivery trends in the CRM and turns the data into actionable insights that improve the customer services team’s effectiveness.
• Consults with Product Managers on new product rollouts or process changes with suppliers. Provides the CSR team with new product specifications and maintains in-depth understanding of all products, their features, and their use by customers.
• May assist the Vice President, Business Development and territory managers with negotiating and establishing pricing and delivery terms for large volume orders and purchased services.
• Verifies protocols for processing rush orders, scheduling drop shipments and routing information to the warehouse are being followed by the CSR team. Proactively communicates changes in policies, procedures, pricing, delivery time, and drop ship items as required.
• Answers questions, resolves escalated issues and serves as a conduit for aligning the sales team with customer service processes.

Organizational Responsibilities

• Participates in the development of the department’s operating plan and works with the Vice President Business Development on aligning budgets and resources to support product line strategies.
• Conducts and applies market research, customer feedback and analysis of performance trends to create insight that informs decision-making for improving the customer experience across all touchpoints.

Skills and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience – Bachelor’s degree (B.A.) from four-year college or university; and ten years relevant management experience and/or training; or equivalent combination of education and experience.

Reasoning Ability – Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills – Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, rations and proportions to practical situations.

Language Skills – Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Computer Skills – To perform this job successfully, an individual should have knowledge of Microsoft Office products and Prophet21.

Certificates, Licenses & Registrations – Incumbent must hold a valid driver’s license.

Other Qualifications – Position requires traveling at least 50% of the time; overnight stays required upon occasion.

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