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Customer Experience Manager

4 months ago

Beaumont, United States Tigre USA Inc Full time
Job DescriptionJob Description

About Us

With 80 years of history, Tigre is a Brazilian multinational company with a strong global presence, a leader in solutions for civil construction. The company offers a broad product portfolio that grows each year.

We are driven by taking care of the water to transform people's quality of life. We are the company that takes the experience with water beyond the construction site, by offering the best solutions available.

The Tigre Group is present in the following segments: plumbing, electrical, drainage, bathroom accessories, infrastructure, industrial, irrigation, painting tools, sanitary faucets, and treatment solutions for water and effluents.


Summary

The Customer Experience Manager (CEM) proactively increases customer satisfaction and loyalty by ensuring interactions meet customer needs and managing the customer life cycle.

The CEM is a point of contact and information regarding Tigre's customer experience. CEM provides them with information to address inquiries regarding products and services, billing, shipping, quality, or any claim a customer may have.

Direct report to Executive Director


Primary Responsibilities

  • Be accountable for Customer satisfaction supporting all departments involved in providing company's products, services, and capabilities
  • Interact with customers daily, independent sales representatives, the Tigre USA Regional Sales Managers, and several other Tigre departments like Supply Chain and Sales.
  • Collect, analyze, and interpret customer interaction data to identify requirements and valuable information in optimizing the customer experience.
  • Liaise with marketing and sales to analyze customer feedback and develop programs effective for improved customer experience.
  • Understand the business unite portfolio, core lines, core products, prices, delivery time, drop-ship items, various marketing promotional services, and similar data to leverage Tigre's service.
  • Identify areas of internal processes improvement and collaborate with leaders to make organizational changes to rule for the customer experience.
  • Seek customers' insights, analyze and provide them with the proper solution to their inquiries, working closely with the internal departments.
  • Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint
  • Identify market trends in customer satisfaction or dissatisfaction, and work closely with the management to identify areas of improvement.
  • Manage time effectively, meet personal goals and work with other members of the team
  • Lead initiatives and collect KPIs that allow for improving a customer experience.


Position Specifications and Requirements


  • Experience in a Customer relationship with at least five years in retail or wholesale.
  • Studies in Business Management and Marketing are preferred.
  • Present a professional image at all times to customers and vendors
  • Exceptional verbal and written communication skills
  • Highly energetic and self-starter
  • Decision-making, problem-resolution, and business strategic thinking skills


We offer competitive pay, career growth opportunities, and an outstanding benefits program that features: Paid Time Off 401(k) Medical, Dental, Vision Coverage Life Insurance (Self and Spouse/Children) STD and LTD Insurance Other benefits.

Tigre USA maintains a continuing policy of non-discrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, disability, veteran status, or any other protected status. This applies to both Tigre USA employees and applicants for employment with the Company.