Customer Experience Manager

3 weeks ago

Plano, United States The Amlon Group Full time
Job DescriptionJob Description

The Manger of Customer Experience will play a central role in the integrity of customer interactions across all functional areas. Looking at the entire process from quote to settlement/invoice, this position will have responsibility for ensuring a smooth and efficient transfer of key information within the organization and between the organization and the customer. Additionally, the Manager of Customer Experience will serve as the business owner for both customer relationship and operating system platforms that support customer data and processes.

All recruiting is done inhouse, do not reach out to our staff.

Key Position Activities:

  • Utilize information relevant to the customer experience to communicate and support the customer relationship with Amlon.
  • Ensure proper communication channels exist between sales, customer experience and the customer to uphold Amlon’s service standards and high level of customer satisfaction
  • Monitor and evaluate customer interactions and communications to identify areas of improvement around customer touches.
  • Ensure all systems related to customer transactions are properly used and company users are adequately trained in using these systems.
  • Developing and implementing a comprehensive customer engagement strategy to increase customer loyalty, retention, and satisfaction.
  • Utilizing data analytics to gain insights into customer behavior and trends and leveraging these insights to enhance customer experience.

Customer Onboarding:

1. Manage the process for ensuring new customers and/or new deals are properly quoted and documented with the CRM system.

2. Work jointly with materials management, operations and accounting on completing all required processes and documents needed to set up the customer or the customer’s deal in all required systems.

3. Ensure quoted pricing meets company requirements relative to approved discounts, exclusions of bundling, and relevant UOM’s.

4. Validate, through frequent review, that pricing, volumes, and other attributes of the quote/deal reach the invoice correctly and in accordance with commercial guidelines and final settlement of consumer transactions.

Experience

  • Post-secondary education is preferred but not required.
  • Previous experience in customer service organization in waste industry
  • Varying sales cycles and multiple levels of decision makers is preferred but not required.
  • Knowledge of customer service and customer satisfaction theory.
  • Valid driver’s license and driving record within MVR policy guidelines.
  • 2+ years of experience with a CRM such as HubSpot, Microsoft Dynamics, or Salesforce

Skill Requirements:

  • Proactively engage in natural verbal and written interaction with customers
  • Works and communicates effectively with all levels of the company, teamwork.
  • Ability to walk into unfamiliar environments and adjust rapidly to the setting.
  • Computer skills and willingness to share information in our systems (HubSpot, PandaDoc, NetSuite, CycleLution, MS Office Suite)
  • Multi-tasking individual who uses project management skills to accomplish goals.
  • Autonomous, self-starter
  • Ability to establish priorities and proceed with objectives.
  • Customer service focused.
  • Must react to changing business needs.
  • Attention to detail.

Physical Requirements and Workplace Conditions:

  • The work environment characteristics described here are representative of those an employee will encounter while performing the essential job functions of this job.
  • Employee is required to sit, stand, and walk for extended periods.
  • Travel will be required as needed.
  • The noise level in the work environment is typically moderate.

Benefits:

  • 401(k)
  • Commuter assistance
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Pet Insurance
  • Life insurance
  • Loan assistance
  • Paid time off
  • Professional development assistance
  • Referral program
  • Vision insurance

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