Customer Experience Manager

Position Summary

To be the local Customer Service Manager and serve as a liaison between external customers and the Mactac organization regarding the processing, follow-up and expediting of all orders from initial placement to actual delivery. Serves as a customer champion and ensures customer satisfaction in all dealings with Mactac. Provides first level support to Customer Service Reps in dealing with questions, concerns, escalated issues, and other requests to support customer's needs. Serves as an expert on items relating to customers, having the ability to foresee issues and monitor success within the department.

Excels at the below duties and responsibilities. Requires minimal management support and supervision to handle all issues. Applies strong technical knowledge, communication skills, problem solving and decision making. Establishes and fosters positive customer relationships. Works effectively with team members, peers and management. Is recognized as an expert in all facets of the Customer Service role. Has a positive and flexible attitude.

Key Responsibilities

• Supervises the daily activities of the Customer Service team, including monitoring order entry, efficiency, improvements, training, people management, and development.
• Provides positive and constructive feedback and coaching to team members.
• Act as a team role model, change agent, and champion for both the Customer and Customer Service Team.
• Oversee call and order routing to ensure customer requirements can be handled in a timely manner and works with IT or other departments as needed for improvement.
• Works with CS team to set work schedules, approve vacations, time off requests, and staffing to ensure workload is covered. Recommends changes as necessary. Serves as back up for all team members.
• Reviews, researches and approves customer complaints as needed. Escalates issues for resolution as needed.
• Responsible for daily, and month end reporting of objectives, call volume, error rates, and backlog of open orders and any other metrics that drive objective achievements. Follows up with team members and management as appropriate to address and correct issues.
• Partner with sales and manufacturing to understand customer requirements to support customer specific services programs/models. Work with Mactac departments to support such requirements and programs, including sales, marketing, supply chain, logistics, and operations. Works in a positive, effective collaborative, and cooperative manner with internal and external customers.
• Utilizes problem-solving skills in a proactive manner to communicate customer issues to appropriate parties.
• Cross-trains to be fully functional on the desk of team members and assist as workload dictates.
• Stays abreast of new developments. Is aware of competitive offerings and cross-references.
• Participates in departmental meetings. Attends offered meetings and training opportunities as requested or required.
• Maintains customer profiles in current systems. Updates customer card notes to ensure cleanliness and accurate details for all who access this information.
• Works with Customer Service Director to develop and implement standardized processes.
• Utilizes company CRM and ERP systems as required.
• Ensure onboarding program for new hires is followed. Work with Customer Service Director to identify customer service and technical training needs.
• Occasional travel to company and customer facilities, as well as offsite meetings. Approximately two to four times per year.
• Performs miscellaneous duties for projects and events as requested.

Scope:

• Direct Reports: Yes
• Physical Requirements: Ability to sit/stand at a desk for extended periods of time.
• Uniform: N/A
• Location: Troy, Ohio

Selection Criteria:

• Education:
  • Bachelor's degree in business or related field preferred; OR an Associate's degree in a business-related field with a minimum of 5 years' experience; OR an HS Diploma/GED with more than 5 years experience.
• Experience:
  • Customer Service Management experience in manufacturing is preferred with a minimum of 5 years in Customer Service
  • Advanced Microsoft Office experience required
  • ERP Experience preferred
  • Exceptional problem-solving and analytical skills
• Other:
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Relocation Eligible: Ineligible for Relocation

Disclaimers:

• The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.