Customer Experience Manager

JOB DESCRIPTION

Reporting to the Director of Customer Experience, the Customer Experience Manager (CXM) will lead and develop a team of experienced Customer Experience Specialists (CXSs). The CXM will foster a culture of continuous improvement in support of achieving world-class customer service. The position is key in elevating the customer experience and bringing the Voice of the Customer (VoC) into the Clearfield facility and beyond. The CXM will ensure training, conduct, and performance of direct reports meets or exceeds Bonnell Aluminum corporate standards. This will be a key leadership role, and this individual will own all customer front-end business processes, systems, and metrics within the Clearfield facility.

What You'll Be Responsible For:

• Provide leadership, direction, and mentorship to an experienced team of Customer Experience Specialists (CXSs) empowered to provide prompt and accurate support to external and internal customers.
• Model customer service excellence and foster a culture of customer experience and engagement.
• Drive continuous improvement and training in front-end processes and skills related to customer service and inside sales.
• Actively serve as the Voice of the Customer champion within the Clearfield plant as well as organizationally as Bonnell seeks to unify the customer experience between all business units.
• Communicate and prioritize issues involving product quality, customer priorities, and customer expectations with internal departments.
• Collaborate cross-functionally to align and balance customer requests with the capacity and capability of the plant.
• Manage customer expectations while balancing short- and long-term goals of the business.
• Analyze order input data, forecast trends and monitor on-time delivery performance.
• Identify risks and challenges that could potentially impact commitments to our customers.
• Serve as an extension of the sales team during both the new customer onboarding process as well as existing account management.
• Continuously improve the quoting process with a focus on accuracy, profitability, and speed to market.
• Participate in the development and implementation of standardized work instructions (SWIs) for customer experience processes and tasks.
• Alert manufacturing to special or nonstandard customer orders or requirements to ensure they are documented properly prior to releasing to production.
• Participate in customer visits and/or special projects to elevate the customer experience and ensure the success of the business.
• Leverage technology, including Salesforce to document customer requirements.
  
  

What You'll Need To Have:

• Bachelor's Degree (preferably in business, supply chain, or logistics).
• 5 years of relevant experience including 2 years leadership experience – metals industry experience is preferred.
• Effective verbal and written communication skills.
• Strong ERP experience – preferably with J.D. Edwards or Oracle.
• Preferred experience with Salesforce.
• Proficient in MS Office (Excel, PowerPoint, Teams, and Word).
• Lean Manufacturing and/or Lean Six Sigma exposure – Green Belt preferred.
• Strong passion for leading and motivating teams.
• This is a full-time position and will be based on-site at our Clearfield, UT location.
  
  

What You'll Love About Us:

• Components of our Core: SAFETY; INTEGRITY; RESPECT; CELEBRATION; COMMUNICATION; TRUST; DIVERSITY; and ACCOUNTABILITY
• We’re People Leaders
• We provide you with an opportunity to leave a mark and build a legacy. But you won’t do it alone. We support passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
• Competitive Salary
• Employee Benefits:
• Medical, Dental, Vision
• Life
• Paid Vacation
• 401 K Matching
  

ABOUT US

Who We Are:

Bonnell Aluminum is North America’s premier manufacturer of custom aluminum extrusions. We manufacture mill finish, anodized, painted and thermally broken aluminum extrusions. Our press size ranges from 1,550 to 5,500-tons.

We produce large diameter extrusions requiring high-quality surface finish up to 16 inches in circle size. Fabricators and distributors use our extruded profiles in various applications: curtain walls, storefronts, light to heavy commercial and institutional windows, walkway covers, interior architectural products, photovoltaic panels, solar collectors, heat sinks for L.E.D. lighting, shower enclosures, hurricane protection products, automotive, light trucks, recreational vehicles, and industrial machinery.

We are headquartered in Newnan, Georgia. We have manufacturing operations in Newnan, Georgia; Carthage, Tennessee; Niles, Michigan; Clearfield, Utah; and Elkhart, Indiana.

What You'll Love About Us:

• Components of our Core: SAFETY; INTEGRITY; RESPECT; CELEBRATION; COMMUNICATION; TRUST; DIVERSITY; and ACCOUNTABILITY
• We’re People Leaders
• We provide you with an opportunity to leave a mark and build a legacy. But you won’t do it alone. We support with passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
• Competitive Salary
• Medical, Dental, and Vision Benefits
• Flexible and Dependent Care Spending Accounts
• 401(k) Savings Plan Matching
• Vacation Days
• Life Insurance
• Tuition Reimbursement