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Customer Strategy and Insights Lead

4 months ago

Charlotte, United States BHS Corrugated North America Full time

BHS Corrugated is seeking a Customer Strategy and Insights Lead/Customer Experience Lead to join our growing team in Charlotte, NC


Are you passionate about enhancing customer experiences and driving customer satisfaction? Do you excel in using metrics and feedback to identify and solve challenges? If so, we invite you to join our team at BHS Corrugated North America, Inc. as a Customer Strategy and Insights Lead.


Summary

As the Customer Experience Lead, you will be responsible for championing customer satisfaction initiatives and driving improvements across all departments. Reporting directly to VP Sales – NASA, you will collaborate closely with various teams to identify areas for enhancement and implement strategies to elevate the overall customer experience. You will play a crucial role in monitoring and improving our customer service performance.​​​​​​​ The ideal candidate will have experience in business-to-business (B2B) customer service and preferably in the industrial sector.​​​​​​​ This is a hybrid position requiring in-office work and up to 20% travel.


Responsibilities

  • Utilize polling, metrics, and direct communication with customers to gather feedback and insights.
  • Analyze data to identify issues, challenges, and opportunities for improvement in our customer service processes.
  • Collaborate with internal departments to address customer concerns.
  • Develop action plans based on customer feedback and work closely with departments to implement necessary changes.
  • Implement strategies to enhance customer satisfaction and streamline customer interaction.
  • Travel to customer sites and company facilities as needed to gather feedback and implement changes.
  • Act as the primary point of contact for all customer experience-related inquiries and escalations.
  • Stay informed about industry trends and best practices in customer experience management to continuously improve our approach.
  • Act as a liaison between customers and internal teams to ensure their voices are heard and their needs are met.
  • Other responsibilities as assigned.


Requirements

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Proven experience in B2B customer service, with a strong preference for candidates with industrial experience.
  • 5 plus years of experience in a customer-facing role, with a proven track record of driving customer satisfaction initiatives.
  • Strong analytical skills with the ability to interpret data and draw actionable insights.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
  • Proven ability to lead cross-functional teams and drive change in a collaborative environment.
  • Exceptional organizational skills and attention to detail.
  • Familiarity with customer experience management tools and methodologies is a plus.


Physical demands

  • Sit for extended periods when performing office-related tasks.
  • Stand, walk, and move about when participating in on-site visits or traveling.
  • Lift and carry equipment or materials, occasionally up to 25 lbs.
  • Bend, stoop, and reach when accessing equipment or materials.
  • Use hands and fingers to operate computers and various office equipment.


Salary and Benefits

This is a full-time position offering a salary of $92k - $103k and full benefits as seen below


  • Medical, Dental, Vision and Insurance
  • Company-Paid Life Insurance
  • Company-Paid Short-Term Disability Insurance
  • Company-Paid Long-Term Disability Insurance
  • Generous 6% 401(k) Match
  • Vacation / Paid Time Off
  • Tuition Reimbursement
  • Legal Assist and ID Theft
  • Employee Assistance Program


About BHS

BHS is the world’s largest provider of solutions for the corrugated industry. We are a privately-owned company, headquartered out of Germany, with more than 50 years in the corrugated industry. BHS has been in North America for 30 years, primarily focusing on the sales and service of corrugated equipment.