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Customer Experience Manager

2 months ago

Cadillac, Michigan, United States Avon Protection Full time
Job Title: Customer Experience Manager

Job Summary:

This role will ensure a close working relationship with the operations team and serving as an initial escalation point for complex issues presented to the customer service team. The Customer Experience Manager will oversee large commercial contracts, licensing, shipment issues, and customer concerns affecting the region. Responsible for monitoring the order book to ensure targets are met. Ensures the efficient function of the customer service team in providing single-point-of-contact resolution of all customer-facing and sales team requirements, to include all necessary coordination with the operations, service, training, and engineering teams.

Key Responsibilities:

  • Support in the management of the daily operations of the customer service team.
  • Support in the standardization and documentation of customer service processes globally.
  • Provide the first point of escalation for and oversight of all customer concerns in the region.
  • Maintaining a close working relationship with the operations team.
  • Assist in providing training and mentorship of customer service staff.
  • Assist in the data collection for and presentation of all metrics related to customer service and business performance.
  • Responsible for all aspects of order processing in ERP systems for orders received via mail, email, fax, and telephone.
  • Responsible for the oversight of all customer concerns.
  • Act as the export control and commercial contract SME for the customer service team.
  • Responsible for the oversight of the e-commerce platform.
  • Aids in the ideation and execution of continuous improvement projects globally.
  • Aids in the implementation of new practices, procedures, and business tools.
  • Provides hands-on support in all areas of Customer Service as business demands dictate.

Requirements:

  • Excellent written and oral communication skills.
  • Strong organizational skills and the ability to multi-task.
  • Applicable experience demonstrating professionalism, judgment, tact, and diplomacy in dealing with internal and external customers.
  • Self-motivated, independent worker with the ability to solve problems and make decisions.
  • Detail-oriented and driven to prevent problems before they occur.
  • Demonstrable excellent Microsoft Office skills to include Excel, Outlook, Word, and Teams.
  • Capable of thriving in a fast-paced, constantly changing work environment.
  • Enterprise management software experience.
  • Two years of experience in a customer service team.
  • Two years of college, or equivalent applicable industry experience.

Preferred/Desired Skills or Experiences:

  • Fluency in Spanish, Portuguese, and/or Canadian French preferred.
  • Experience working in an industry supporting military, law enforcement, or fire-fighting.
  • Experience with Incoterms.
  • Experience in export control related to ITAR-controlled products.
  • Experience with Sage X3, ZenDesk, Sage CRM, or Shopify.
  • Associate's or Bachelor's degree.

Internal Relationships:

  • Global customer experience team members.
  • Commercial directors.
  • Cadillac value stream leads.
  • Buyer-planners.
  • Marketing.
  • Product managers.
  • Sales.
  • Channel management.

External Relationships:

  • End-users.
  • Purchasers.
  • Distribution.
  • Service centers.
  • Agents.

Required Training:

  • Applicable internal process and system training to include product portfolio pricing and basic technical information.
  • GQMS procedures.
  • Business processes.
  • ZenDesk.
  • ACE navigation.
  • Sage X3.
  • Sharepoint.