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Manager - Customer Experience, Automotive Sales

1 month ago

Romulus, United States Cielo Talent Full time
This is a hybrid, near site, role that will require 15% travel into the office near Detroit. 
Additional client site travel will be required. 

U. S. Steel is committed to fostering an inclusive workplace culture and celebrate the diversity of our employees. The Manager-Customer Experience is responsible for teams of Customer Experience Analysts and close cooperation with Regional Sales Manager(s), for the overall customer service effectiveness for assigned industry group(s). Understands current business challenges and works towards resolving recurring problems and issues. 

Additional responsibilities include the following:
  
  • Provides oversight and guidance to assigned teams of Customer Experience Analysis to ensure high quality, efficient customer service.
  • Understands industry segment(s) and identifies emerging issues which may impact customer service.  Proactively recommends and assists in developing and implementing solutions.
  • Sets priorities and allocates resources for assigned teams.  Maintains appropriate staffing levels and accurate staffing models to ensure department goals are met and workloads are distributed appropriately.
  • Drives continuous improvement by establishing, maintaining, and communicating quantity and quality standards. Reinforces these standards through the analysis and communication of results.  Holds individuals and teams accountable to these standards and results.  
  • Provides statistical and performance feedback and coaching on a regular basis to team.  Writes and delivers performance reviews.
  • Assess training needs and creates, implements and tracks employee development plans.  Supports, delivers and/or participates in training as necessary.
  • Ensures and coordinates proper levels of communication and interaction with various departments and senior management.  Builds a team environment to support organizational goals.
  • Ensures that short- and long-term initiatives are implemented in order to deliver the desired results of the Sales and Customer Experience departments. 
  • Ensures that each team member feels that their work is valued, appreciated, and meaningful to the success of U. S. Steel.

Requirements: 
  • Bachelor’s degree in business administration, communications, marketing, supply chain management or a closely related field.
  • At least five years of experience in customer service, sales or a closely related function
  • Ability to communicate effectively at all levels of the organization
  • Ability to develop and motivate others 
  • Ability to use appropriate judgment in upward communication regarding employee or team concerns
  • Experience in the steel, metals, industrial OEM, or closely related industry
  • Automotive industry experience highly preferred
  • Ability to effectively use Microsoft office and understand the underlying principles of complex relational databases
  • Previous supervisory and/or project management experience strongly preferred