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Customer Experience Specialist

2 months ago

Niles, United States Bonnell Aluminum Full time
Job Description

Reporting to the Customer Experience Manager of the Niles, MI manufacturing facility, we are actively seeking a results-oriented Customer Experience Specialist. The Customer Experience Specialist serves as the customer's champion throughout the organization and is responsible for implementing key initiatives that provide product, process, and customer service excellence on behalf of the company. The position is key in elevating the customer experience and bringing the Voice of the Customer (VoC) into the Niles facility and beyond.

This position will serve as a primary link between our external customers and internal departments including Sales, Production Planning, Scheduling, Quality, Manufacturing, CAD (Computer Aided Design), Accounting and Information Services functions.

The ideal candidate will have a strong customer service orientation with a demonstrated commitment to providing exceptional value on behalf of Bonnell's customers. Of particular importance will be the candidate's ability to contribute to the organization's environment of trust, team collaboration, cooperation, learning and personal growth. The chosen candidate will work on-site, with an expectation of moderate travel.

We are specifically targeting candidates that can demonstrate a history of providing positive customer service experiences for both internal and external customers, while balancing timely and cost-effective delivery solutions to our customers.

The company is currently growing capacity, and we serve diverse markets such as building and construction, electronics, transportation, and lighting. We sell directly to fabricators, end users, OEM's, and distributors, and our current capabilities allow us to offer a wide range of products, both mill and architecturally finished.

PRIMARY RESPONSIBILITIES:

The Ideal Candidate will:
  • Provide prompt, enthusiastic and accurate follow-up to customers and internal functional areas of the company.
  • Collaborate with our manufacturing team to inform, manage, and balance customer requirements with the operational capacity and capability of the manufacturing plant.
  • Collaborate with respective departments to resolve customer complaints a timely fashion
  • Assist manufacturing planners and load schedulers to ensure customer orders are balanced within the plant.
  • Analyze order Input data, forecasting trends, financial data, production reports, capacity plans, and expedited order history data to proactively identify and resolve emerging or existing problems that may affect the company's production/delivery commitment to our customers.
  • Develop strategies and tactical plans to manage and reduce costs of multi-delivery point/mixed product loads.
  • Actively serve as the customer's champion and advocate, promoting customer service excellence in a manner that meets the profitability targets of the manufacturing plant.
  • Serve as an extension of the regional sales team in the evaluation and assessment of new business opportunities that are aligned with the company's manufacturing capabilities.
  • Manage, track, and assess metrics associated with the company's "On Time and Complete" delivery model.
  • Alert manufacturing to special or unusual customer orders or requirements.
  • Provide accurate routings and processing instructions.
  • Interpret requests for quotes and customer drawing data in order to provide quotes and establish pricing in coordination with the sales team.
  • Assist in maintaining customer detail within our Customer Relationship Management (CRM) tool.
CANDIDATE PROFILE

The Ideal Candidate will have:
  • Bachelor's degree in business, Sales or Marketing preferred
  • 3+ years of experience in customer service, customer experience and customer engagement
  • Proficiency with personal computing software (i.e., MS Word, MS Excel, Visio, MS Project, MS PowerPoint).
  • Salesforce experience preferred
  • Effective verbal and written communication skills
  • Excellent time management skills and ability to effectively multi-task
  • Working knowledge of manufacturing operations
  • An ability to "connect" with customers in a caring and conscientious manner
CRITICAL INDIVIDUAL CONTRIBUTOR COMPETENCIES:

The Ideal Candidate will consistently demonstrate the following behaviors.
  • Trust, Respect, Integrity -- lives by and demonstrates these core values. Knows how to build an environment of trust among employees, peers, customers, etc.
  • Initiative -- Creates and seizes opportunities to win, even when faced with ambiguity. True passion for results
  • Judgment -- demonstrated history of showing sound judgment decisions.
  • Team Focus -- catalyst for success of the whole team, not just one's own goals. Knows and has demonstrated how to make this happen.
  • Emotional Intelligence -- is aware of their strengths, weaknesses and blind spots and fully understands the impact that their behavior has on the behavior of others around them.
  • Business Intelligence -- Stays current. Understands how what happens in the world affects us, marketplace, and our competition
  • Tenacious Advocacy -- Systematically seeks information on the organizations and customer's wants and needs and advocates for preferred outcomes.
COMPENSATION:
  • Base Salary: Competitive based on background and experience level
  • Employee Benefits:
    • Paid Vacation
    • Medical/Dental/Vision
    • 401k
About Us

Who We Are:

Bonnell Aluminum is North America's premier manufacturer of custom aluminum extrusions. We manufacture mill finish, anodized, painted and thermally broken aluminum extrusions. Our press size ranges from 1,550 to 5,500-tons.

We produce large diameter extrusions requiring high-quality surface finish up to 16 inches in circle size. Fabricators and distributors use our extruded profiles in various applications: curtain walls, storefronts, light to heavy commercial and institutional windows, walkway covers, interior architectural products, photovoltaic panels, solar collectors, heat sinks for L.E.D. lighting, shower enclosures, hurricane protection products, automotive, light trucks, recreational vehicles, and industrial machinery.

We are headquartered in Newnan, Georgia. We have manufacturing operations in Newnan, Georgia; Carthage, Tennessee; Niles, Michigan; Clearfield, Utah; and Elkhart, Indiana.

What You'll Love About Us:
  • Components of our Core: SAFETY; INTEGRITY; RESPECT; CELEBRATION; COMMUNICATION; TRUST; DIVERSITY; and ACCOUNTABILITY
  • We're People Leaders
  • We provide you with an opportunity to leave a mark and build a legacy. But you won't do it alone. We support with passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
  • Competitive Salary
  • Medical, Dental, and Vision Benefits
  • Flexible and Dependent Care Spending Accounts
  • 401(k) Savings Plan Matching
  • Vacation Days
  • Life Insurance
  • Tuition Reimbursement