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Murray Resources
https://www.murrayresources.com/
https://www.murrayresources.com/
USD
90000
95000
YEAR
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Sarah Colvill
Customer Experience Manager
8824 Fallbrook Drive Houston, TX 77064 US
Posted: 09/14/2023
2023-09-14
2023-11-17
Employment Type:
Direct Hire
Job Function: Customer Service
Job Number: 23027
Pay: $90,000-$95,000
Remote / Hybrid Jobs:
Job Description
A leading global manufacturer is looking for a Customer Experience Manager to manage and lead its customer service function. The ideal candidate is a self-motivated, process-minded professional with a proven background in process optimization and strong leadership skills. Reporting directly to the Operations and Supply Chain Director, the new leader will meet/exceed the business objectives by ensuring a smooth customer communication process that focuses on customer satisfaction and continuous improvement while maintaining compliance with the organization’s policies and applicable laws.
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Salary + Additional Benefits:
Location: Houston, TX
Type of Position: Direct Hire
Responsibilities:
Requirements:
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Salary + Additional Benefits:
- $90,000-$95,000
- Medical, dental, vision, life insurance, long term disability, and short-term disability
- 20 PTO days plus 2 floating holidays, PTO includes sick days
- Holidays
- 401KÂ with matchÂ
- Profit Sharing
- Hybrid schedule, 3 days in office, 2 days remote
Location: Houston, TX
Type of Position: Direct Hire
Responsibilities:
- Provide leadership for the US Customer Service team.
- Establish the strategic direction of the Customer Support Group to ensure total customer satisfaction.
- Carry out management responsibilities in accordance with the organization’s policies and applicable laws, including Health and Safety, Investors in People, Sarbanes Oxley, Quality Standards, Environmental Policy, and Ethics Policy.
- Ensure that the customer service team is accessible and handle customer inquiries professionally and timely.
- Identify and recommend tools to increase the effectiveness of the Customer Support Services Group (i.e., call handling techniques, CRM system, quote management system, etc.)
- Provide feedback to customers, representatives, and distributors for areas of improvement that are required in processing and fulfilling orders.
- Leadership and Team Development
- Responsible for hiring and training employees, employee engagement and development, effective delegation of work, performance management, and individual coaching.
- Implement process improvements and develop and monitor key metrics to ensure progress.
- Identify and recommend process improvements that will increase customer service team’s effectiveness.
- Implement follow up process on inquiries and improve response rate.
- Manage group resources to maximize productivity and efficiency.
- Communicate design related issues to Engineering and Quality.
- Proactive customer inquiry follow-up to ensure all quote and product details are understood.
- Manage contracts and ensure compliance with Terms & Conditions.
- Disseminate customer feedback to organization for awareness and use feedback to implement improvements.
- Manage and maintain a positive image of the company.
- Execute strategy that produces improved Customer Satisfaction.
- Process improvement execution.
Requirements:
- BA/BS degree
- Minimum of 5 years of experience in a similar customer experience management roleÂ
- Fast-paced / short lead-time mindset
- Comfortable with internal/external escalations and ownership for the overall customer experience
- Broad minded strategic thinker with proven integrity
- Proven background in process improvement
- Ability to successfully interact with customers and employees at all levels
- Strong leadership qualities
- Proficiency with computer tools, including ERP applications and Microsoft Excel
- Demonstrated experience with website lead generation tools and applications
- 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 public
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages
- Ability to apply concepts of basic algebra
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Meet Your Recruiter
Sarah Colvill
Senior Search Director - Murray Professional
Specializing in matching talent with exciting opportunities in Human Resources, Accounting/Finance, Sales, Marketing, Administrative, and Customer Service.
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