Senior Manager, Customer Experience

Senior Manager, Customer Experience

Position Summary:

The Customer Experience Manager will be responsible for driving results and productivity of the customer experience department through effective management and communication. In this position, the individual will work closely with the management team to communicate vision and will help deliver stellar customer service results. This role will plan and manage the daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes managing training and development activities, metrics, quality monitoring for the department, supporting domestic commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.

Key Responsibilities:

Coaches, counsels, and develops associates to achieve departmental goals and promote excellent customer service. Responsible for working with the leadership team to identify and arrange needed associate training and development.
Works with Global Portfolio Management and Technical Training staff to build and maintain technical knowledge of associates in preparation for technical inquiries.
Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer orders, inquiries, and quotes from various channels.
Staffs by reinforcing core principles of world class customer service.
Provides leadership to the Customer Experience support team who provides timely solutions to meet customer needs. Responsible for working with training team to identify and arrange needed associate training and development.
Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations.

Metrics:

Prepares, reviews, and analyzes various operational reports, such as departmental key performance reports or individual management performance reports. Uses data to identify creative ways to drive revenue through the teams.
Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses.
Work closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics.
Develops leading indicator metrics to drive pro-active behavior.
Lead new customer service integration and acquisition activities as required including customer migration plans.
Performs other duties as assigned.

Education:

Bachelor’s Degree Required (preferably in a scientific field) or equivalent work experience.

Experience:

10-15 years of leading and or building a customer service department for a mid-sized or large organization.

Minimum Requirements / Qualifications:

Must possess the leadership and management skills be able to lead, coach and motivate a large group of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships.
Strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, organize and prioritize several activities, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
Must be able to balance customer experience support needs, associate’s needs, and company profits and sales in a fast-paced environment. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.
Excellent understanding of computer basics including Windows, Word, Excel, email, and Internet Explorer is imperative, (AS/400 optional).
Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
Strong work ethic and an ability to excel within a rapidly changing and growing organization.
Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.
Lead integration from a customer service perspective.

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