Customer Experience Manager

7 days ago


Hanover, Pennsylvania, United States UTZ Quality Foods Full time
Utz Quality Foods: A Leading Snack Food Company

We are seeking a skilled Customer Experience Manager to join our team in Hanover, PA. This key role oversees daily operations by setting performance goals, resolving escalated issues, and ensuring staff growth through training. The position involves developing strategies to meet and/or exceed customer and consumer requirements.

Key responsibilities include analyzing customer feedback, sharing key insights with cross-functional teams, and leveraging those insights to optimize processes, practices, and the company's portfolio. The Customer Experience Manager also plays a vital role in achieving local, regional, and national company objectives by providing exceptional service and support to internal and external customers.

As a hybrid position, this role requires someone ideally based in a commutable distance to Hanover, PA.

Job Responsibilities:
  • Achieve customer service team goals by recruiting, training, scheduling, and coaching associates and temporary staff.
  • Provide continuous guidance and support to Customer Activation Agents, enhancing their understanding of company policies, products, and consumer management best practices.
  • Collaborate across departments to plan, execute, and monitor key initiatives, including social media escalation management, corporate gift development, and donation execution.
  • Oversee the development, deployment, execution, and ongoing training of customer relationship management (CRM) systems.

Requirements:
  • Bachelor's degree in business administration, marketing or related field and 5+ years' experience with customer service and management in an inbound call center.
  • Proven experience in customer service, preferably in the food sales or consumer goods industry.
  • Proficiency in using customer relationship management (CRM) software and other relevant tools, preferably Zendesk.
  • Knowledge of dot.com, Direct Store Delivery (DSD), Direct to Warehouse (DTW) processes and systems is a plus.
  • Highly effective interpersonal and communication skills, with the ability to interact effectively with customers and internal teams.
  • Excellent problem-solving abilities and attention to detail.
  • Demonstrated leadership qualities with the ability to motivate and inspire team members.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Pursuing Excellence at Utz
We have a passion for exciting and delighting consumers with delicious snack foods made from high-quality ingredients. With over a century of strong family heritage, our diverse portfolio of brands includes Utz, Zapp's, Boulder Canyon, and On the Border. Our associates are the reason for our success, so we provide a supportive, caring, and inclusive environment that offers opportunities for career growth and advancement.

We take care of our associates by providing benefits, resources, and programs that ensure they live their healthiest lives. Our benefit package includes medical, dental, and vision plans, an employer match 401(k), profit-sharing plan, employee stock purchase plan, and much more.

This is a competitive role with a salary range of $65,000 - $80,000 per year, depending on qualifications and experience.

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