Customer Experience Manager

We are looking for a Director of Customer Experience to join a dynamic firm in the manufacturing industry. This individual will be responsible for high-level customer relationships, overseeing the daily operations of the customer services department, coordinating internal operations with key accounts, and maintaining daily communication with production and logistics. This position reports to the Vice President of Sales. This is a permanent position, offering a hybrid work schedule and benefits to include : medical, dental, vision, PTO, and 401k. The pay range is $90k-$115k

Recruiter : Connie Stathopoulos

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaborating with cross-functional teams to align customer experience efforts with business goals and objectives.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Mapping and analyzing the customer journey to identify areas for improvement and innovation
• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Change agent; drive full transition to customer automation interactions
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Supervising the daily operations of the customer service department.
• Setting customer service goals for team members and helping them reach those goals.
• Function as the primary internal contact and manage projects for key accounts, overseeing them from initiation to launch, ensuring timely completion and adherence to quality standards.
• Identify areas for improvement in internal operations and implement changes to optimize processes.
• Develop and maintain internal relationships with the plants to understand the weekly and daily production planning schedules (or twice-daily schedules).
• Collaborate with purchasing to maintain raw material costs in the margin calculator.
• When necessary, deliver difficult news confidently and promptly, along with a data-backed recovery plan.
• Manage & distribute customer pricing notifications.
• Manages sample request flow.
• Manages inbound website inquiries.

EDUCATION and / or EXPERIENCE

QUALIFICATIONS