The Customer Experience Manager plays a valuable role in delivering a best-in-class experience for our internal and external customers. The Customer Experience Manager is responsible for overseeing the process of customer retention within a business. Their duties include interacting with new, existing, and potential customers on a regular basis, directing their team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction. This role will serve as the internal liaison between customers and different departments within Gibraltar Building Accessories Division to support full customer engagement, product penetration and a 360-degree customer experience.
Duties:
Manage the daily operations of the customer service/inside sales department.
Develop opportunities to improve customer experience and build customer loyalty across all customer touch points.
The Customer Experience Manager will take personal responsibility for every order to ensure that the customer's requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied.
Drive customer experience design to support the end-to-end experience for all channels and customer segments. Utilize data from customer insights, KPIs and industry analysis to make data-based design decisions.
Ensure performance standards are being met and all customers receive the best possible experience across all touch points: phone, email, social media, Live Chat, packing, shipping, and returns services.
Interacting with customers and handling customer queries and complaints in a timely manner
Collaborate with cross functional partners to optimize performance and address root causes of customer concerns.
Concisely communicates required deliverables and timelines needed to secure win-win solutions.
Setting customer service goals for team members and helping them reach those goals
Intellectual curiosity for the markets, products, competitors, adjacent spaces, and industry partnerships that are vital to the business units.
Builds partnerships and works collaboratively with others to meet shared objectives across organizational boundaries.
Takes a broad view when approaching issues yet able to roll up sleeves to take care of the customer.
Develops Customer Service Team to meet both their career goals and the organization's goals.
Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes.
Work with the Sales Team to compile probable customer demand changes and summarize for our supply chain and operational teams.
Manage the strategic relationship with customers and sales leaders.
Implement efficient processes to track and manage service levels, improvement programs and customer escalations and resolutions
Perform other duties as assigned.
Education/Experience
Bachelor's degree or a combination of education and experience
5 years' experience in a similar role
Excellent communication skills, both verbal and written
Proficient problem-solving and multitasking skill
You're a team player and thrive in a collaborative team environment
You have a desire to learn and grow
Ability to promote teamwork among peers is a must
Ability to answer a high volume of calls and/or emails daily
Just be proficient with Microsoft Office suite (Excel, Word, PowerPoint, Teams)
Proficient with SAP or an equivalent ERP system
Supervisory Responsibilities:
The supervisor's overall role is to communicate organizational needs, oversee employees' performance, provide guidance, support, identify development needs, and manage the reciprocal relationship between staff and the organization so that each is successful. Operates effectively, even when things are uncertain or unclear.
Employee(s) Group/Department Supervised:
2 Customer Service Team members
Competencies / Technical Skills:
Core Competencies: Personal Credibility, Analytical Abilities, Active listening, Adaptability, Attentiveness, Problem Solving, Dependability, Decision-making, Effective communication, Digital literacy, Friendliness, Knowledge of your product or service, Open-mindedness, Quick thinking, Responsiveness, and Timeliness, and Builds Collaborative Relationships with peers.
Organizational Competencies: Continuous Improvement, Superior customer Service, Continuous learning, Active listening and understanding, Attention to detail, Steadfast ethics and integrity, All-in teamwork, Inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, Broad Perspective.
Technical Skills: Proficient in Microsoft Office applications such as excel and word. Experience with Enterprise Resource Planning (ERP) Systems such as Syteline, Oracle, and SAP.
Licenses / Certifications: None
Physical Requirements: Sit for long periods of time.
Work Conditions
Environment: Office Travel: Special Work Conditions: N/A
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.
