Customer Experience Manager

2 weeks ago

Vernon Hills, United States Ventura Solutions LLC Full time
Job DescriptionJob Description

Are you a skilled Customer Experience Manager with a passion for customer satisfaction, looking for a new position in Vernon Hills, IL? We're excited to offer a direct placement opportunity where your skills will shine in delivering exceptional service for our client's valued customers, all while leading a dynamic team

Role Description

The Customer Experience Manager will be responsible for driving results and productivity of the customer experience department through effective management and communication. In this position, the individual will work closely with management team to communicate vision and will help deliver stellar customer service results. This role will plan and manage the daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes managing training and development activities, metrics, quality monitoring for the department, supporting domestic commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.

Responsibilities

  • Coaches, counsels, and develops associates to achieve departmental goals and promote excellent customer service. Responsible for working with the leadership team to identify and arrange needed associate training and development.
  • Works with Global Portfolio Management and Technical Training staff to build and maintain technical knowledge of associates in preparation for technical inquiries.
  • Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer orders, inquiries, and quotes from various channels. Staffs by reinforcing core principles of world class customer service.
  • Provides leadership to the Customer Experience support team who provides timely solutions to meet customer needs. Responsible for working with training team to identify and arrange needed associate training and development.
  • Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations.
  • Metrics:
    • Prepares, reviews, and analyzes various operational reports, such as departmental key performance reports or individual management performance reports. Uses data to identify creative ways to drive revenue through the teams.
    • Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses.
    • Work closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to Cole-Parmer Company Service Metrics, Departmental Scorecards and Metrics, Customer
    • Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics, develops leading indicator metrics to drive pro-active behavior.
  • Lead new customer service integration and acquisition activities as required including customer migration plans.
  • Performs other duties as assigned.

Qualifications

  • Bachelor's Degree required, in Science (preferred).
  • 10-15 years of leading and or building a customer service department for a mid-sized or large organization.
  • Must possess the leadership and management skills be able to lead, coach and motivate a large group of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships.
  • Strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, organize and prioritize several activities, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
  • Must be able to balance customer experience support needs, associate's needs, and company profits and sales in a fast-paced environment. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.
  • Excellent understanding of computer basics including Windows, Word, Excel, email, and Internet Explorer is imperative, (AS/400 optional).
  • Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
  • Strong work ethic and an ability to excel within a rapidly changing and growing organization.
  • Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.
  • Strong work ethic and an ability to excel within a rapidly changing and growing organization.
  • Lead integration from a customer service perspective.

Location

  • Vernon Hills, IL - Hybrid (Three days onsite, two days remote)

Employment Type

  • Direct Hire

About Ventura Solutions

Ventura Solutions is a reputable end-to-end medical device and combination product consulting, staffing, and training firm. With our deep industry expertise spanning medical devices and combination products, coupled with an outstanding talent pool, we stand out as the preferred option for a diverse array of projects. On the consulting side, we integrate seamlessly into your team and manage small to complex Statement of Work (SOW) projects. On the staffing side, we help source, screen, and on-board reputable employees to fill temporary, temp to permanent, and permanent job openings. We accelerate product development, keep products compliant, and help build great organizations. For more information, visit us at www.ventura-solutions.com.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

  • Customer Experience Specialist

    1 week ago

    Vernon Hills, United States Search Made Easy Full time

    Job DescriptionJob DescriptionJob Overview:We are seeking a dedicated and meticulous Customer Experience Specialist to join our Client's team. This role is pivotal in managing internal account functions, supporting our remote Account Managers, and ensuring the smooth operation of sales order processes. The position requires strong attention to detail,...

  • Customer Experience Coordinator Full Time

    Found in: Careerbuilder One Red US C2 - 2 weeks ago

    Vernon Hills, IL 60061, United States T.J. Maxx Full time

    T.J. Maxx - 701 N Milwaukee Ave Suite 252 60061 [Department Manager] As a Customer Experience Coordinator at T.J. Maxx, you'll: Take an active role in training and mentoring Associates on front end principles; Train and coach Associates on personalizing the customer experience while promoting loyalty programs; Ensure Associates execute tasks and daily...

  • Customer Service/Sales

    2 days ago

    Vernon Hills, United States BIRK Full time

    Job DescriptionJob DescriptionWe are looking to hire someone who has strong Customer Service background and a Sales personality. Great Opportunity to grow and be part of a team. Must have MS Word and Excel experience. You will be responsible for helping customers by providing product and service information for resolving technical issues. The hours are...

  • Customer Experience Technical Specialist

    1 week ago

    Auburn Hills, United States Whisker Full time

    Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that...

  • Customer Experience Technical Specialist

    54 minutes ago

    Auburn Hills, United States Whisker Full time

    Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that...

  • Customer Experience Student Program

    1 week ago

    Auburn Hills, United States Stellantis Full time

    The Stellantis Customer Experience Student Program allows individuals to gain experience and exposure across the many different facets of a strategic enterprise. Within the program, students will support Customer Experience, in one of the Stellantis functional areas.   The Customer Experience Student Program projects are available within the following...

  • Customer Experience Student Program

    2 weeks ago

    Auburn Hills, United States Stellantis Full time

    The Stellantis Customer Experience Student Program allows individuals to gain experience and exposure across the many different facets of a strategic enterprise. Within the program, students will support Customer Experience, in one of the Stellantis functional areas.   The Customer Experience Student Program projects are available within the following...

  • Retail Customer Experience Coordinator

    1 week ago

    Auburn Hills, United States TJX Companies Full time

    All 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like wor Customer Experience, Retail, Coordinator, Experience, Associate, Customer Service

  • Digital Marketing Manager

    Found in: Appcast Linkedin GBL C2 - 2 days ago

    Vernon Hills, United States All About Vibe Full time

    Digital Marketing ManagerAll About Vibe is looking for a well-rounded Digital Marketing Manager that can help take our efforts to the next level.  Digital Marketing Manager will manage core digital channels responsible for driving traffic to our website, with specific concentration on paid search, email and social.  The Digital Marketing Manager will be...

  • Customer Experience Technical Specialist

    Found in: Jooble US O C2 - 14 hours ago

    Auburn Hills, MI, United States Whisker Full time

    Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better. As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that...

  • Business Office Manager

    1 week ago

    Vernon Hills, United States CareerBuilder Full time

    Swagger Foods was founded in 1978 and we've been providing top quality food items to companies, restaurants and grocery stores nationwide. We are currently looking for an experienced office manager who preferably has a career experience in food manufacturing industry and a basic accounting skills. This position will primarily manage the office and support...

  • Plant Manager

    1 week ago

    Vernon Hills, United States CareerBuilder Full time

    Exciting opportunity to join a growing, dynamic organization and make a difference! H&H Graphics / Pull to Win Products is looking for a Plant Manager to join our team in Vernon Hills, Illinois. POSITION DETAILS: Leads the daily production activities of the company to meet key business objectives in safety, productivity, quality, cost reduction, regulatory...

  • Plant Manager

    1 week ago

    Vernon Hills, United States H&H Graphics LLC Full time

    Exciting opportunity to join a growing, dynamic organization and make a difference! H&H Graphics / Pull to Win Products is looking for a Plant Manager to join our team in Vernon Hills, Illinois. POSITION DETAILS: Leads the daily production activities of the company to meet key business objectives in safety, productivity, quality, cost reduction, regulatory...

  • Debt Collections Manager

    Found in: Talent US C2 - 2 weeks ago

    Vernon Hills, United States Blitt & Gaines P.C. Full time

    We are seeking a highly organized and detail-oriented Collections Manager to oversee our collections department. As a Collections Manager, you will be responsible for developing and implementing strategies to effectively manage and collect outstanding debts owed to our organization. The ideal candidate will have a strong background in collections, excellent...

  • Hospital Manager

    Found in: Talent US C2 - 2 days ago

    Vernon Hills, United States Mission Veterinary Partners Full time

    Overview COMPANION ANIMAL HOSPITAL OF VERNON HILLS has an exciting opportunity for a EXPERIENCED HOSPITAL MANAGER (PRACTICE MANAGER) to join our team! What We Are Looking For:  We're seeking an energetic and proactive individual with an entrepreneurial spirit and a passion for both animal care and client service to fill the role of Practice...

  • Product Engineering Market Manager

    2 weeks ago

    Vernon Hills, United States Sterling Engineering Inc. Full time

    Job DescriptionJob DescriptionSummary:Join a leading organization as a Technical Product Marketing Manager for Variable Frequency Drives. We are looking for a specialist in the VFD space and someone who can be a market expert. You will be responsible for driving strategic initiatives, innovating product marketing in the industrial automation sector, and...

  • Hybrid Account Manager

    7 days ago

    Vernon Hills, United States CareerBuilder Full time

    Job Description Job Description Are you ready to take the next big leap in your career? If you're bursting with energy, eager to learn, and looking for a place where your work truly makes a difference, then we've got just the spot for you! At Search Made Easy, we're partnering with a leading company near Vernon Hills, Illinois, to find the next superstar to...

  • Quality Manager

    7 days ago

    Vernon Hills, United States Aegis Worldwide Full time

    Job DescriptionJob Description Hours: 8-5 Location: Vernon Hills, IL Title: Quality Control Manager Aegis Worldwide is seeking a Quality Manager who will be responsible for managing the quality control operations, inspectors, and lab personnel. In addition, supporting and making decisions for the release of materials, in-process production, and final release...

  • ENTRY LEVEL

    1 week ago

    Vernon Hills, United States Graham Enterprise Inc. Full time

    Job DescriptionJob DescriptionPosition Title: Associate Category Manager/Pricebook, Graham Enterprise, Inc. (GEI)Job Description: This position leads the execution of marketing strategy at the category level. A successful category manager at GEI contributes to the profitability of retail locations by increasing the volume of products that are sold within the...

  • Service Product Manager

    1 week ago

    Vernon Hills, United States Scotsman Group Full time

    •Represents service on cross functional product development teams, assist in the development and successful implementation of new product introduction plans. •Creates and maintains parts and service materials and literature including service manuals, bulletins, and parts lists •Assists with service dispatch team •Reports on Parts Business sales and...