Customer Experience Manager

2 months ago


Cincinnati, United States Baerlocher USA LLC Full time
Job DescriptionJob Description

Company Profile:

The Baerlocher group of companies is one of the world's leading additive suppliers, drawing on experience from more than 200 years of company history. We are known as a leading producer of additives developed for the processing of PVC and SPA products. The company provides solutions for window profiles, pipes, cables, floorings, foils, films and many other applications with a focus on offering a wide range of innovative additives that meet the highest requirements in terms of efficiency, sustainability, and finished product quality.

Job Summary:

Baerlocher USA headquartered in Cincinnati, OH is looking for an energetic and detail-oriented member of the commercial team as part of the customer service group. This position is responsible for day-to-day management of orders, inquiries, and relationships with current and prospective customers.

Duties/Responsibilities:

  • Oversees and manages day-to-day customer service operations including customer communications, order entry, order fulfillment, and invoicing; oversees and manages tolling responsibilities
  • Effectively collaborates with varying cross-functional team members including Operations, Lab, Warehouse, and others to improve processes and ensure that a high level of customer service is delivered to customers
  • Audits customer service procedures and trends and determine process and system improvements
  • Handles all customer complaints and Return Goods Authorizations
  • Onboards new freight brokers and negotiates pricing with existing ones
  • Runs weekly and monthly sales reports and analyzes sales data to report to upper management
  • Serves as project lead on projects aimed at improving processes
  • Analyzes and reports monthly KPIs for Customer Service and Sales
  • Reviews and make changes to Customer Services Process and Documents per ISO requirements
  • Reviews and evaluates goal performance of the customer service team
  • Answers customer questions, resolves customer problems, and maintains customer satisfaction by providing problem-solving resources
  • Coaches and directs customer experience specialists to meet performance and behavioral expectations

Required Skills/Abilities:

  • Demonstrates strong written and oral communication skills with the ability to present to small groups and larger audiences
  • Proficient with MS Office Products (Outlook, Word, etc.)
  • Strong problem-solving skills
  • Manage projects and resources
  • Data analysis (sales reports, KPIs)
  • Ability to train and cross-train members of the organization on customer service functions
  • Knowledge and enforcement of company policies and procedures
  • Communicates confidently and comfortably with both internal and external customers

Education/Relevant Industry Experience

Minimum:

  • 10-years relevant professional experience and 2-years managerial experience
  • Proficient with the Microsoft suite of applications

Strongly Desired:

  • Working knowledge of SAP
  • Experience with CRM (Customer Relationship Management) system

Physical Requirements:

  • Prolonged periods of sitting at a desk

Benefits:

  • Competitive base salary
  • Yearly bonus
  • Paid vacation
  • 14 paid holidays
  • Health, dental, and vision plans
  • Company paid life insurance, short term disability, and long term disability
  • 401(k) with company matching contribution


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