Customer Experience Manager

6 days ago

Milwaukee, Wisconsin, United States SITE Staffing Full time
Job Description

Job Title: Customer Support Director

Job Summary:

We are seeking a highly skilled and experienced Customer Support Director to join our team at SITE Staffing. The successful candidate will be responsible for directing, coordinating, and supervising the day-to-day customer support operations in the parts department.

Key Responsibilities:

  • Assist the Director of Customer Support in the day-to-day operations of the Customer Service Department by directing the daily workflow to meet service objectives and exceed customer expectations.
  • Manage, coach, and mentor the Customer Support team, providing support, training, and assistance to the CSRs to successfully manage and prioritize their workloads to meet goals and objectives.
  • Perform managerial duties for the Customer Support team, including selection, performance reviews, training, discipline, etc.
  • Monitor and approve time cards, PTO, and schedules while tracking the calendar to ensure adequate coverage.
  • Lead weekly parts meetings and actively participate in weekly L10 meetings to review sales goals and objectives, discuss department errors and issues, and communicate new company, product, and process updates.
  • Collaborate with the Director of Customer Support and Technical Advisors to identify training and development needs to provide ongoing performance feedback to CSRs and make recommendations for learning and development plans.
  • Work collaboratively with the Director of Customer Support, team members, and across departments to resolve issues and deliver an exceptional customer experience.
  • Maintain a positive, can-do attitude while leading the CSR team in an efficient and productive manner.
  • Identify and address customer complaints or concerns quickly and professionally to bring resolution and maintain good customer relationships.
  • Audit and monitor CSR's work to ensure high standards and maintained productivity goals are met.
  • Review processes and procedures, make recommendations to the Director of Customer Support for continuous improvement, and develop and implement solutions.
  • Maintain strong relationships with customers, dealers, and installers.
  • Build and maintain a strong working knowledge of procedures, processes, products, and pricing strategies to ensure adherence to these policies and procedures as well as profitability and consistency.
  • Partner with the Director of Customer Support to create, analyze, and interpret internal reports and provide feedback on areas for improvement.
  • Monitor current customer base and recommend strategies to improve customer satisfaction and ensure optimal level of customer service.
  • Oversee Strategic Accounts, including Target, Walmart, and other high-profile customers.
  • Submit all warranty documentation to the Director of Customer Support for review and approval.
  • Collaborate with Materials Management to ensure proper on-hand parts inventory to meet customer demand while achieving desired inventory performance standards.
  • Submit all service warranty documentation to the Service Manager for review and approval.
  • Assist the Director of Customer Support with department projects.

Performance Results:

  • Respond to all customer requests in a timely and professional manner in accordance with processes, procedures, and department standards.
  • Complete all daily activities accurately and on time and according to department and customer specifications.
  • Contribute to team goals and initiatives and be committed to continuous improvement.
  • Support the CSR team to produce practical, effective, and complete solutions and maintain an excellent level of internal and external customer satisfaction.
  • Train and develop all CSRs to ensure they are equipped to provide excellent customer service.
  • Pursue opportunities for continued education and skills development.
  • Work safely and follow all company safety rules.

Qualifications:

  • Requires a Bachelor's Degree in Business or a related field of study.
  • Requires at least 3 years of work experience in a Customer Support, Technical Support, or Field Service Technician role, preferably in a manufacturing, heavy equipment, or material handling industry.
  • Requires at least 2 years of experience in a supervisory or leadership role.
  • Requires knowledge of and proven experience in developing and implementing process improvements to meet business goals.
  • Requires excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels.
  • Requires the ability to exercise diplomacy and tact in all verbal and written communications.
  • Requires excellent problem-solving skills and the ability and desire to develop, implement, and communicate practical solutions.
  • Requires excellent communication skills, in English, to effectively relay verbal and written information in a professional manner to all levels of management, all departments, and customers.
  • Requires the ability to read manuals and engineering drawings.
  • Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently.
  • Requires the ability to learn and develop proficiency in M2K ERP software.
  • Requires strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks.
  • Requires self-motivation and the ability to work independently and as part of a project team.
  • Requires the ability to handle multiple, competing priorities, work under pressure, and meet deadlines while producing accurate and high-quality work.
  • Requires the ability to manage, lead, evaluate, train, and motivate individuals and teams.
  • Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
  • Requires basic math skills: add, subtract, multiply, divide, count, and calculate.

  • Customer Experience Leader

    6 days ago

    Milwaukee, Wisconsin, United States Crate&Barrel Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Experience Leader to join our team at Crate and Barrel. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences and driving sales growth.Key ResponsibilitiesManage and delegate workload to ensure execution of plans and...

  • Customer Experience Specialist

    6 days ago

    Milwaukee, Wisconsin, United States Enterprise Holdings Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at the Milwaukee Airport. As a key member of our team, you will be responsible for providing exceptional customer service to both internal and external customers, ensuring a seamless and efficient rental car experience.Key...

  • Customer Experience Technician

    3 days ago

    Milwaukee, Wisconsin, United States Asurion Full time

    Job Summary:We are seeking a highly skilled and customer-focused Retail Sales Specialist to join our team at Asurion. As a Retail Sales Specialist, you will be responsible for providing exceptional customer service, troubleshooting and repairing electronic devices, and promoting our products and services.Key Responsibilities:Provide technical expertise and...

  • Customer Experience Specialist

    6 days ago

    Milwaukee, Wisconsin, United States Cafe Benelux Full time

    About the RoleCafe Benelux is seeking a highly skilled and enthusiastic Customer Experience Specialist to join our team. As a key member of our front-of-house team, you will be responsible for delivering exceptional customer service and creating a warm and welcoming atmosphere for our guests.Key ResponsibilitiesFood and Beverage Quality Assurance: Ensure...

  • Customer Experience Associate

    6 days ago

    Milwaukee, Wisconsin, United States Tandem Enterprises LLC Full time

    About Tandem Enterprises LLCTandem Enterprises LLC is a leading specialty coffee company that has established itself as a premier player in the industry since 1998. Our commitment to sustainability and quality has earned us a reputation for excellence.Job SummaryWe are seeking a highly motivated and passionate Barista to join our team. As a Barista, you will...

  • Customer Experience Specialist

    6 days ago

    Milwaukee, Wisconsin, United States R&M Marketing Full time

    Job DescriptionWe are seeking a highly motivated and customer-focused Retail Customer Service Associate to join our team at R&M Marketing. As a key member of our sales team, you will be responsible for delivering exceptional customer service, providing product information, and resolving customer inquiries in a timely and professional manner.Key...

  • Customer Experience Representative

    4 days ago

    Milwaukee, Wisconsin, United States TEKsystems Full time

    About the RoleWe are seeking a highly skilled Customer Experience Representative to join our team at TEKsystems. As a key member of our organization, you will be responsible for providing exceptional customer service to our members, resolving their inquiries and concerns in a timely and professional manner.Key ResponsibilitiesAnswering Inquiries: Respond to...

  • Sales Associate

    4 days ago

    Milwaukee, Wisconsin, United States Carter'sOshKosh Full time

    About UsCarter's/OshKosh is a leading North American apparel retailer, specializing in high-quality clothing for babies and young children. Our company values a close-knit culture, investing in our teams with training and development programs to ensure our employees succeed together.Job SummaryWe are seeking a Sales Associate - Customer Experience Specialist...

  • Customer Experience Specialist

    6 days ago

    Milwaukee, Wisconsin, United States Johnson Controls Full time

    Job SummaryWe are seeking a seasoned proposal writer/leader to support our Global Sustainable Infrastructure (SI) team at Johnson Controls.Key ResponsibilitiesDevelop and write compelling, cohesive, concise, creative, and original responses to RFPs, RFIs, and other opportunity-related documents through information gathered from interviews with subject matter...

  • Assistant Store Leader

    4 days ago

    Milwaukee, Wisconsin, United States Crate&Barrel Full time

    About This RoleCrate & Barrel is seeking a highly motivated and experienced Assistant Store Leader - Customer Experience & Outreach to join our team. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and leading a high-performing sales team.Key ResponsibilitiesCustomer...

  • Retail Sales Associate

    1 day ago

    Milwaukee, Wisconsin, United States Stefans Soccer Full time

    Job DescriptionAt Stefans Soccer, we are seeking a highly skilled and motivated Retail Sales Associate to join our team. As a key member of our sales team, you will be responsible for providing exceptional customer service and ensuring that our customers have an outstanding shopping experience.Key Responsibilities:Greet and Assist Customers: Greet customers...

  • Retail Sales Associate

    3 days ago

    Milwaukee, Wisconsin, United States Stefans Soccer Full time

    Job DescriptionAt Stefans Soccer, we are seeking a highly skilled and motivated Retail Sales Associate to join our team. As a Retail Sales Associate, you will play a critical role in providing exceptional customer service and ensuring that our customers have an amazing shopping experience.Key Responsibilities:Greet and Assist Customers: Greet customers in a...

  • Seasonal Sales Associate

    2 days ago

    Milwaukee, Wisconsin, United States Tailored Brands Inc Full time

    About the RoleWe are seeking a highly motivated and customer-focused Seasonal Sales Associate to join our team at Tailored Brands Inc. As a key member of our sales team, you will be responsible for delivering an exceptional customer experience across multiple business units, including retail, rental, and custom clothing sales.Key ResponsibilitiesEngage with...

  • Seasonal Sales Associate

    4 days ago

    Milwaukee, Wisconsin, United States Tailored Brands Inc Full time

    About the RoleWe are seeking a highly motivated and customer-focused Seasonal Sales Associate to join our team at Tailored Brands Inc. As a key member of our sales team, you will be responsible for delivering an exceptional customer experience across multiple business units, including retail, rental, and custom clothing sales.Key ResponsibilitiesEngage with...

  • Virtual Proctor

    6 days ago

    Milwaukee, Wisconsin, United States Novir Full time

    About NovirWe are a rapidly growing diagnostic biotechnology company that values innovation, customer satisfaction, and teamwork. Our mission is to deliver cutting-edge testing solutions and products that make a positive impact on people's lives.Job SummaryWe are seeking a highly skilled Virtual Proctor to join our team. As a Virtual Proctor, you will be...

  • Customer Service Manager

    3 days ago

    Milwaukee, Wisconsin, United States Randstad Full time

    Job DescriptionRandstad is seeking a dedicated and experienced Customer Service Lead to join a multi-location team in the Greater Milwaukee Area. In this role, you will oversee daily customer service operations to ensure that customers receive the highest level of service.Key ResponsibilitiesCustomer Service Excellence:Greet and assist customers with a...

  • Virtual Proctor

    2 hours ago

    Milwaukee, Wisconsin, United States Novir Full time

    About NovirWe are an emerging diagnostic biotechnology company with a strong team of professionals and trusted partners delivering innovative, fast, and flexible testing solutions supported by reliable, cost-effective screening products and cutting-edge technology.Our ValuesWe care for tomorrow by creating a lasting, positive difference in the lives of...

  • Customer Service Operations Manager

    6 days ago

    Milwaukee, Wisconsin, United States Douglas Dynamics Full time

    About This RoleWe are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Douglas Dynamics. As a key member of our customer support team, you will be responsible for leading and managing a team of customer support representatives to provide exceptional service to our customers.Key ResponsibilitiesLead and manage a team of...

  • Customer Care Manager

    1 week ago

    Milwaukee, Wisconsin, United States Compass Group, North America Full time

    Company OverviewCompass Group, North America is a leader in providing specialized, high-quality support services tailored exclusively for the healthcare sector. With a presence in numerous top-tier hospitals across the country, we pride ourselves on our commitment to excellence and innovation in service delivery.Position SummaryAs a Patient Experience...

  • Customer Engagement Manager

    1 week ago

    Milwaukee, Wisconsin, United States Expert Institute Full time

    Job OverviewCompany Overview:At Expert Institute, we are pioneering the future of legal technology. Our innovative cloud-based platform, Expert iQ, equips attorneys with essential resources, data, and insights to effectively prepare for and win their cases.Role Summary:Our Customer Success team is a vibrant and cohesive unit dedicated to fostering client...