Customer Experience and Service Manager

Job Summary

This position has two primary responsibilities:

1) You improve the customer relationship by consistently look for opportunities for win-win scenarios for both the customer and ColDesi.

2) Lead a team of service and support employees with responsibility to deliver best in class product support across the organization.

This individual carries out supervisory responsibilities and drives forward company’s product development, meeting both business and customer needs. Acts as the voice of the customer to drive technology discussions with the production floor, NPI, and R&D. Facilitates dispute resolution dialogue with company’s customers. Facilitates the creation of standard operating procedures and additional documentation needs for company’s customers and staff.

Duties

• Leads a team of service and support employees, carrying out supervisory responsibilities including interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems, in accordance with the organization’s policies and applicable laws.
• Facilitates dispute resolution with company’s customers, acting as the final escalation point for customers unable to have a solution through company’s support manager.
• Manages workload of staff across multiple teams to ensure proper coverage and ensure staff are always working on the most important task at any given time.
• Facilitates the creation of standard operating procedures and additional documentation for both company’s customers and staff.
• Leverages software solutions and AI technology to constantly improve company’s processes.

Qualifications

• Proven experience in a customer support or management role.
• Strong collaboration skills, with the ability to work effectively across departments.
• Excellent communication skills in English.
• Ability to remain calm under pressure while addressing customer concerns.
• A proactive approach to problem-solving and a commitment to continuous improvement.

Job Type: Full-time

Pay: $71,000.00 - $85,000.00 per year