What are the responsibilities and job description for the Customer Experience Manager position at TVH?
Client Experience Manager
Full-time | GemOne | Location – Olathe, KS 66062
GemOne is a TECH company within TVH Parts Co. that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.
To support the rapid and aggressive market growth of GemOne America’s operations, we are looking for a Client Experience Manager. This position reports to the Client Experience Director – Americas and plays a critical role in supporting both internal and external customer needs throughout the entire customer life cycle, from pre-sale to post-sale.
YOUR ROLE AND RESPONSIBILITIES
You’ll deliver short and long term projects that support the business strategy. This will involve:
- Develop and nurture relationships with existing house accounts and potential clients.
- Adopt a customer-first approach by offering timely updates on order status, shipping confirmations, and any other relevant information.
- Serve as the primary point of contact for both internal sales teams and external clients (dealers and end-users).
- Investigate and manage resolutions for issues related to customer shipments or vendor product receipts, leveraging your warehouse experience to provide effective solutions.
- Collaborate with warehouse teams to schedule and oversee the dispatch of customer orders, ensuring timely and accurate delivery.
- Manage return and exchange processes, including the receipt, inspection, and restocking of returned items, ensuring customer satisfaction throughout the process.
HOW TO SUCCEED / YOUR PROFILE
We’re looking for someone who can come up with simple solutions to complex problems. To join us you need:
- Minimum of 2-3 years in a Customer Service role, with at least 1 year of direct experience in a warehouse environment.
- Ability to prioritize and stay on task while meeting all current and future Key Performance Indicators (KPIs).
- A collaborative team player with a flexible attitude, as well as a self-motivated individual capable of working independently and taking initiative to achieve results with minimal supervision.
- Excellent communication and organizational skills.
- Ability to travel up to 30%
- Demonstrates intermediate proficiency in Microsoft Word, Excel, and PowerPoint and Google Suite (Mail, Calendar, Hangouts, Sheets, Drive), as well as Adobe Suite
WHAT’S IN IT FOR YOU
You’ll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.
We also offer:
- Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses•
- A great opportunity to grow personally and professionally in a scale-up environment with the backing of a large global corporation (TVH).
PEOPLE ARE AT OUR HEART
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
ABOUT TVH
TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.
TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.
Apply Today!
Questions?
Haily Park
haily.park@tvh.com
