Customer Experience Manager

3 weeks ago

Issaquah, United States Northwest Playground Full time $100,000 - $120,000
Job DescriptionJob Description

 

About Northwest Playground Equipment, Inc.

Northwest Playground Equipment, Inc. (“Northwest Playground”) is a fast-paced, collaborative, and Customer-centric, small business who specializes in providing turn-key solutions for the design, procurement and construction of outdoor amenity solutions for public spaces. We partner with high quality manufacturers to provide a variety of playground equipment options, playground safety surfacing, site furnishings, interactive play, and much more. We are an established company with a 27-year history of helping our Customers build community through play

About the Role

The Customer Experience Manager is responsible for ensuring our Customers have a world-class experience when reaching out to and working with Northwest Playground. This is a new role within the organization and is intended to help drive our internal sales support efforts forward in elevating our Customer support efforts. This position is responsible for managing our Customer Service Representatives and Parts Specialist positions and also serves as a direct backup to both roles. Duties of the Department include delivering essential pre and post sales functions through our Customer Service Representatives (such as estimating, quoting, and ordering) along with helping to support our installed projects through the Parts Specialist (maintenance, parts, and warranties). This position is a key member of the management team under the general supervision of the President.

Responsibilities

The position includes, but may not be limited to, the following responsibilities and activities:

Planning, Execution, and Continuous Improvement

  • Develop and communicate a vision and defined goals to drive a consistent end-to-end Customer experience across the organization; develop and implement a roadmap of Customer experience programs and initiatives.
  • Oversee weekly Customer Experience Department meeting with a cadence of celebrating wins, learning from losses, and effectively setting and measuring clear expectations throughout the department to ensure account
  • Track outstanding Quotes, Orders, and other deliverable activities and create a cadence for consistent check-ins on project status.
  • Create benchmark standards for KPI and DBI indicators to measure against.
  • Alleviate overflow in individual Territories by adjusting resources between team members as necessary.
  • Proactively identify prospective issues and step in to help prevent delays on deliverables with an emphasis on delivering the highest quality Customer experience.
    • Provide a level of escalation for issues and problems that arise in the Department and help provide direct outreach to our Customers.
  • Liaison between Sales, Logistics and Accounting for process improvement within the Department.
  • Influences peers to meet department and company objectives.

Resource Management

  • Schedule and maintain weekly 1-1’s with Customer Service Representatives and Parts Specialist.
  • Manage Career Development Plans for all employees within the department.
  • Develop Continued Education and Training cadence to ensure the team is knowledgeable of our internal process as well as each of our manufacturing partners and installers.
  • Implement and oversee KPI and DBI indicators to track employee performance.
    • Quote and Order metrics (total number and dollars)
    • Delivery metrics (turnaround time).
  • Help develop an Incentive Plan to reward performance within the department.
  • Serve as direct backup for both Customer Service Representatives and Parts Specialist roles to support overflow and provide coverage during employee PTO.

Requirements

  • Bachelor’s degree in business or related field.
  • Minimum 3 years of Customer service experience required.
  • Minimum 2 years' experience in managing a team.
  • Ability to work in a dynamic, growing organization, with a willingness to learn and adapt to change.
  • Proficiency in MS Office software applications.
  • Salesforce or related CRM experience highly preferred.
  • Excellent communication, interpersonal, and Customer service skills.
  • Willingness to partner and solve problems cross-departmentally.
  • Ability to think strategically and propose and implement business changes that will help improve the overall Customer experience.

Office Hours

  • 7:30a-4:30p, Monday - Friday 
  • This position works onsite out of the Issaquah office.
  • Remote 1-day/week following 90-day Introductory Period

Salary

  • $100,000/yr - $120,000/yr

Benefits

  • Professional growth opportunities
  • On-the-job training
  • 10 paid Holidays
  • Paid holiday shut down between Christmas and New Year's Day
  • Health benefits (medical, dental, vision)
  • 401k with 4% employer matching
  • Tuition reimbursement
  • Gym membership reimbursement
  • State Park annual pass reimbursement
  • Business casual work attire
  • Office snacks

All offers are contingent on the successful completion of pre-employment background checks. Relocation and sponsorship are not available. 

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