Customer Experience Manager

3 days ago

Suwanee, United States Murrelektronik Full time

About Murrelektonik


At Murrelektronik, our success is primarily based on our committed employees, innovative products, market and customer centricity, effective logistics and quality consciousness. We are proud of this: for our company, founded in Oppenweiler in 1975, today occupies a leading position not only on a national, but also on an international basis.

We at Murrelektronik strive to establish long-term connections. And not only in a technical sense, but also in our particularly close connections to our customers. For this reason, we attach importance to employee satisfaction and welfare. We aim to support this through various services and benefits.

We offer a robust benefit package to include medical, dental and vision services, tuition reimbursement, annual uniform stipend, flexible work environment and much more.

Learn more about working at Murrelektronik and apply online today.


Summary

The Customer Experience Manager is directly responsible for supervising their assigned customer service teams (RMA Specialists, CS Representatives, CS Specialists and SR. CS Specialists). Participate in recruitment, mentoring and development of team members and nurture an environment where they can excel through encouragement and empowerment, keeping track of their progress. They must be able to functionally perform the duties of all members of their team. They ensure that their team understands the company goals and handle any conflicts involving customers or employees. This role requires an ability to communicate eloquently and guide others successfully. The are instrumental in improving the customer service experience, creating engaged customers, and facilitating organic growth. This role may be asked to fill in for other members of the Customer Experience leadership team if they are unavailable, so it's essential that they are prepared to serve cross functionally in a leadership role. This role is part of the Customer Experience organization leadership team.


Essential Duties

  • Responsible for mentorship and development of team members. This is inclusive of annual reviews; performance improvement plans and employee-centric metrics.
  • Develop new and existing relationships as a senior customer experience leader across the customer base to ensure a strengthened partnership and the creation of new advocates.
  • Provide thought leadership to create credibility and trust in your team.
  • Establish initiatives and identify opportunities to encourage team growth and increase engagement.
  • Establish initiatives and identify opportunities to encourage customer growth and increase revenue conversion.
  • Manage and respond to escalated inbound customer service-related inquiries via phone, cases, and email.
  • Oversee the complete order lifecycle: Accurate order entry, provide accurate and timely information related to orders, delivery updates, ensuring invoice receipt.
  • Accurately create and deliver pricing and availability quotes (P&A quotes) in addition to special pricing quotes as needed.
  • Ensure that customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
  • Provide updates to internal cross-functional partners on customer perspectives, risks, strategic insights, executive briefings, and requests.
  • Collaborate with internal Murrelektronik departments to ensure all client issues, real and perceived, are being addressed and resolved.
  • Foster advanced familiarity with product applications.
  • Scale up and down to support both the Customer Experience Leadership Team and the customer service team.
  • Work with Customer Success Managers and Senior Customer Service Representatives to ensure all Customer Service team members are cross-trained on the client base.
  • Attend all assigned training sessions.
  • Attendance for in-person client meetings as required.
  • Other duties as assigned.


Desired Knowledge, Skills, and Abilities:

  • Possess a minimum of 3 years managing or leading a customer facing team.
  • Possess a minimum of 5 years of senior level customer service experience.
  • Advanced familiarity in working with SAP or similar ERP systems.
  • Advanced familiarity in working with Salesforce or similar CRM (Customer Relationship Management) systems.
  • Advanced familiarity in working with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, etc.
  • Possess strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders.
  • Bi-Lingual preferred.
  • Detail-oriented and ability to provide high-quality work, with a sense of urgency and focus on accuracy.
  • Ability to be open and adaptable to change.
  • Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
  • Excellent time management skills and ability to multi-task when under pressure.
  • Strong interpersonal & communication skills and ability to work well in a peer driven-team environment.
  • Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.
  • Embody Murrelektronik’s Core Values.


Education

  • Bachelor’s degree in business or other degree related field preferred.

Travel

  • Occasional travel is required for this position.

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