Customer Experience Manager I/II/III

4 days ago

Dubuque, United States Andersen Corporation Full time

Description & Requirements

ANDERSEN CORPORATION SUMMARY :

At Andersen, we pride ourselves on our core values of Excellence, Integrity, Innovation, Partnership and being a leader in Corporate Citizenship. Headquartered in Bayport, Minn., Andersen Corporation is the largest window and door manufacturer in North America. Newsweek recognized Andersen as one of “2023 America’s Greatest Workplaces.”

We’re focused on bringing more light into people’s lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too. Andersen embraces our nine Employee Resource Networks to celebrate our differences and to champion diversity. We are named as a Forbes “Best Employer for Diversity 2022.”

Earning the 2023 ENERGY STAR Partner of the Year—Sustained Excellence Award, Andersen is also committed to environmental health and sustainability. No matter your role, you’ll have the opportunity to make a difference at Andersen.

SUMMARY : 

The Customer Experience Manager is responsible for directing the activities of various functions within the customer experience to meet or exceed department goals and objectives. This role engages with sales, dealers, and direct-selling customers to resolve complex and escalated issues, delivering on our brand promise. The Customer Experience Manager works cross-functionally to resolve issues, identify, and implement customer experience and cost-saving opportunities, and act as a customer advocate across the enterprise. This role ensures alignment across the Andersen enterprise in support of a world-class customer experience.

PRIMARY RESPONSIBILITIES :

·Direct or influence multiple functions and strategic corporate initiatives and projects.

·Prepare and manage department budgets.

·Plan, lead, and manage continuous improvement or training programs to improve customer experience, reduce costs, improve quality, increase productivity, and increase sales.

·Hire and develop team. Responsible for holding the team accountable through coaching and the performance management process.

·Drives alignment for financial decisions impacting recovery and customer experience utilizing strong negotiation and persuasion skills. Acts as a lead liaison between external parties, and internal teams, providing resolution to escalated issues and delivering on our brand promise.

·Collaborate with leaders throughout the enterprise on a strategy to drive world calls customer experiences.

·Develop, prioritize, lead, and implement strategic plans, projects, and programs to promote longer-term continuous product, process, and system improvements to improve customer experience.

QUALIFICATIONS AND SKILLS:

MUST HAVE QUALIFICATIONS:

·Four-year degree in business or related discipline and 5 years of business experience, with 3 or more years in a supervisory or management capacity or an equivalent combination of education and experience.

·Strong conflict management, negotiating, and influencing skills.

·Excellent verbal and written communication skills, facilitation, and giving presentations.

·Ability to effectively manage, lead, and motivate others.

·Outstanding collaborator with the demonstrated ability to build partnerships with individuals across the enterprise.

·Demonstrated ability to identify business opportunities, develop strategic plans, and facilitate issue resolution.

NICE-TO-HAVE QUALIFICATIONS :

·Advanced financial and business knowledge

·Outstanding business and financial acumen as demonstrated by effective budgeting, forecasting, talent acquisition, and management.

·Experience in the discipline of Lean Six Sigma with a transformational mindset.

·Strong problem-solving abilities and decision-making skills.

CULTURE AND BENEFITS : 

“Be Orange. Be You” is how we express our belief that by embracing our differences and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook. 

Benefits include, and are not limited to: 

· Medical/Dental/Vision/Life Insurance

· Health Savings Account contributions

· Paid holidays plus PTO

· Professional development and tuition reimbursement opportunities

· Charity contributions 

· Nationwide career opportunities 

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today. 

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

 Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.

Posting City: Oak Park Heights, MN

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