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Customer Experience Manager

Houston, TX 77064

Posted: 09/14/2023 Employment Type: Direct Hire Function: Customer Service Job Number: 23027 Pay Rate: $90,000-$95,000

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.
                                                               
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
  • 401K with match 
  • 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 role 
  • 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
Search Director - Murray Professional

Specializing in matching talent with Human Resources, IT, Administrative, Sales, Marketing, and Customer Service roles.
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