Customer Experience Manager

18 hours ago

Parma, Ohio, United States Integrated Power Services Full time
About the Job

We are seeking a seasoned Customer Service Manager to lead our customer-facing team and drive business growth through exceptional service delivery.

Job Description

Responsibilities:

  • Serve as primary contact for customers throughout their motor repair experience, from quote to delivery.
  • Lead a high-performance customer management team under the supervision of the Area General Manager.
  • Communicate effectively with customers at all stages.
  • Fully comprehend the scope and supply of electric motor repair services.
  • Monitor customer commitments and collaborate with operations to ensure orders meet customer specifications.
  • Manage orders by working with vendors, suppliers, and internal supply chain to accurately project due dates.
  • Provide financial reports on performance to general managers, accounting, and staff regarding revenue, EBITDA, job margins, labor costs, supply costs, and more.
  • Ensure timely and cost-effective completion of all customer service-related paperwork for incoming orders.
  • Act as a technical resource to address and resolve customer inquiries or issues.
  • Help mediate critical issues with customers.
  • Build a high-performance team that serves as the customer face for operations.
  • Offer feedback to senior management and sales on relevant issues.
  • Support outside sales organizations and OEM partners with inquiries, quotes, vendor management, customer expectations for total satisfaction, and ownership of clients.
  • Manage order taking, processing, investigation, and resolution of customer complaints and coordination of customer service objectives with shop operations.
  • Oversee a team reviewing technical requirements of incoming purchase orders and creating work plans and internal documents.
  • Prepare internal material requisitions for purchasing materials and services related to order completion.
  • Manage special price quotations and bids from sales teams, ensuring customer satisfaction.
  • Pricing field service jobs on a time-and-materials basis.
  • Evaluate, assess, and train the team on required functions to ensure maximum performance.
Requirements and Qualifications

Essential Requirements:

  • At least 3 years of customer service experience in an industrial environment or equivalent education preferred.
  • Sharp analytical thinking and reasoning abilities.
  • Ability to analyze and interpret data, taking appropriate action.
  • Must be detail-oriented with sound problem-solving skills.
  • Ability to prioritize tasks and maintain organization.
  • Excellent time management.
  • Ability to communicate technical information clearly and concisely.
  • Excellent written and verbal communication skills.
  • Experience in motor repair or related industries.
  • Understanding of profit and loss statements.
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint, Microsoft Project). A plus is having experience with these tools.
  • Flexible hours and occasional weekend work.

What We're Looking For

  • Leaders who embody integrity and prioritize safety, demonstrating high standards and commitment to a safe workplace.
  • Team players who value accountability, work collaboratively, take responsibility, serve others, and deliver on commitments.
  • Candidates who focus on providing exceptional customer experiences, exceeding customer expectations.
  • Individuals with an entrepreneurial spirit, being proactive, innovative, and thriving in fast-paced environments.
  • Effective communicators who keep everyone informed with clear, concise communication.
  • Curious and enthusiastic individuals who continuously seek new knowledge and grow personally and professionally.
About Integrated Power Services

We're a leading provider of single-source electromechanical and power management solutions, empowering you to make a meaningful impact. With over 30,000 essential customer locations across North America and the UK, we help them avoid costly downtime and ensure mission-critical operations. Join us in revolutionizing equipment and process reliability across diverse sectors, from power generation to petrochemicals, and beyond. Learn from industry experts, grow alongside a talented workforce, and be part of a company built on Shared Values of Safety, Integrity, Teamwork, Accountability, Customer Focus, and Entrepreneurial Spirit.

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