Customer Experience Manager

2 weeks ago

Phoenix, Arizona, United States R.S. Hughes Full time
Customer Care Manager

R.S. Hughes Company, Inc. is a dynamic, North American distributor of industrial supplies. We maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

Key Responsibilities
  • Develop and support customer care teams to deliver exceptional customer satisfaction.
  • Assist in process improvements and manage change initiatives to enhance customer experience.
  • Ensure frequent department communications and intervene as needed with customer issues and problem-solving.
  • Manage the performance and development of team members, set clear objectives, and provide coaching and training.
  • Actively collaborate and communicate with cross-functional departments to continually improve customer satisfaction.
  • Proactively assist in enhancing the service and experience for customers, implement action plans, and escalate procedures to address problematic areas.
  • Communicate effectively with team members and stakeholders to provide feedback, resolve problems, and drive solutions.
Requirements
  • Bachelor's degree in business or related discipline and 6+ years of high-volume B2B customer service experience.
  • ERP and Order to Invoice experience/knowledge required.
  • Experience leading initiatives that produced significant results.
  • Willingness to travel up to 15%.
Competencies
  • Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment.
  • People Management: Proven track record for building high-performing teams and leading teams through changes.
  • Applied Learning: Assimilating and applying new job-related information in a timely manner.
  • Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
  • Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Managing work/time management: Effectively managing one's time and resources to ensure work is completed efficiently and accurately.
  • Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current development and trends in area of expertise.
  • Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
  • Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
  • Leadership skills: Demonstrate team-building skills, flexibility, and the ability to motivate others.
  • Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers' trusted partner.

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