What are the responsibilities and job description for the Customer Experience Manager position at Gorbel?
Gorbel’s mission is simple: We improve people’s lives.
That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We’re on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes – and we’re looking for people like you to join us in that mission.
We’re currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel® Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York.
Work Shift:
Job Description:
The Customer Experience Manager is responsible for overseeing the execution phase of projects, ensuring they are completed on time, within scope, and within budget to ensure customers have a positive and seamless experience with our Warehouse Solutions products. This role involves strategic planning, resource allocation, and leadership to deliver the goals and objectives of the organization as it relates to Warehouse Solutions products. The manager will lead a team of subject matter experts (SME) in project management, technical, and installation services.
Responsibilities:
- Keep existing pipeline of business flowing and running smoothly, while looking for other selling opportunities for current and future WHS products & services.
- Travel throughout North America to support and nurture business within a portfolio of Strategic/National accounts.
- Drive repeat sales by engaging with customers after the sale to ensure they are successfully integrating our solutions into their operations and achieving strong returns on investment (ROIs).
- Follow-up on open sales opportunities; work closely with Sales Director, Strategic Account Managers, and other Technical Sales Reps, as a member of the Sales team.
- Work closely with the ELS team in planning and executing within Strategic/National accounts - develop and achieve mutual performance objectives, financial targets, and critical milestones.
- Communicate voice of customer feedback to the company.
- Suggest methods and programs to increase sales; Help identify high potential markets/applications, product improvement ideas, etc., and work with Sales team to develop strategies and needed sales collateral.
- Develop detailed project plans, including timelines, milestones, and resource allocation that align with the organization’s strategic goals.
- Allocate and manage resources effectively to ensure project success.
- Lead and manage project teams, ensuring clear communication and collaboration among team members.
- Identify potential risks and develop mitigation strategies to address them.
- Ensure that all project deliverables meet quality standards and client expectations.
- Track and report on the performance of project progress, using analytical skills to understand data and make informed decisions.
- Maintain clear and effective communication with clients, providing regular updates on project status and performance.
- Work in conjunction with all company policies and procedures, and complete work to the best of abilities.
- Develop and maintain strong relationships (multiple levels, local/national) with strategic accounts.
- Maintain trade association memberships to support continuous learning and professional development of skills to excel in the role.
- Establish and develop good contacts and relationships with pertinent customer personnel; satisfied customers who can then become references to promote products.
- Identify additional applications and opportunities to sell ELS products and services, within each Strategic/National account.
- Participate in trade shows and industry events to promote company and products to customers and prospects.
In addition to the responsibilities listed above, employees are also expected to complete other duties as required. All employees are expected to have familiarized themselves with the Health & Safety and Human Resources manuals, including their responsibilities as outlined in each.
Education:
- Degree or Diploma in Business, Marketing, Engineering, or related field preferred. Will consider a combination of relevant industry experience and a demonstrated commitment to ongoing professional development.
- Proficient with ERP systems (Syteline preferred) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, and MS Project).
- Must possess and maintain a valid driver's license.
- Must have valid passport, and able to travel to customer or vendor locations in Canada, USA, and occasionally outside North America, when requested.
Experience and Knowledge:
- Demonstrated experience leading a team of peers and collaborating with other departments to achieve business objectives.
- Previous experience building exceptional relationships utilizing strong communication (verbal and written).
- Previous experience managing large-scale projects or portfolios with significant budgets.
Working Conditions:
- Works remotely with flexibility for travel to off-site meetings
- Ability to travel – moderate overnight travel (up to 40%)
- May be required to work some overtime hours to attend meetings or meet organizational needs
- May experience tight deadlines and stressful conditions at times
- Must be able to manage frequent interruptions and multiple tasks daily
- Sitting, working at desk/personal computer for extended periods
Core Competencies, Interpersonal & Intrapersonal Skills:
- Low-ego, high-empathy leader who is intrinsically wired to carry out
- the Gorbel® Mission of “Improving People’s Lives.”
- Operates with a high degree of business acumen and knows the Logistics/Warehousing/Distribution space.
- A positive attitude and willingness to learn and lead change, to suit organizational needs.
- A team player with a self-motivated drive.
- Able to work effectively with others and lead and participate successfully as a part of a team.
- Acts ethically, with a strong moral compass and drives for results.
- An analytical and strategic mindset that can evaluate complex situations and determine the best course of action.
- A continuous improvement mindset that consistently seeks out areas for evaluation and development.
- Excellent planning, time management and organizational abilities and able to effectively manage multiple priorities while meeting timelines.
- Strong verbal and written interpersonal and communication skills.
- Able to articulate sales information and data with individuals across various levels and backgrounds, internally and externally.
- Strong managerial background with the ability to train and develop individuals within the team.
Gorbel® is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, gender, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Gorbel® is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at 585-924-6204.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Gorbel, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.
A reasonable estimate of the current range is:
