![Baerlocher USA LLC](https://media.trabajo.org/img/noimg.jpg)
Customer Experience Manager
2 months ago
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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