We are seeking a motivated, hard-working self-starter leader to join our Customer Experience team for a US-based company that has experienced rapid growth and will continue to grow at a similar rate for the foreseeable future.

The Customer Experience Manager will work independently and collaboratively with the Director of Customer Experience to ensure first-rate service to APPLIED’s customers and potential customers. Delivering superior customer value is essential to our well-being. The Customer Experience Manager will create value through the development/maintenance of a customer-centered culture, leadership, coaching, training, creating metrics, performance reports, and developing processes to maximize both internal and external customer experiences.

• Training & Coaching – 50%
  • Lead the onboarding and training of new team members
  • Lead training sessions with the team
  • Develops process training sessions
• Support continuous improvement initiatives – 20%
• Manage assigned Key Accounts for our largest customers – 10%
• Customer complaint tracking -10%
• Special Projects or other duties as assigned – 10%

• Provide leadership and coaching to our customer Experience team with continuous learning and development.
• Support our newest team members with an organized training plan and ongoing training initiatives.
• Exceed Customer expectations through proactive communication, determining unmet needs and providing uninterrupted service
• Participate and lead key business initiatives which support business growth, including the management of strategic key accounts
• Troubleshoot issues, process customer complaints and escalate issues with solution options
• Foster a team environment for continuous learning and personal growth
• Assist the Director of Customer Experience by compiling monthly team metrics, tracking complaints, and develop and update processes and procedures as needed
• Be a key advocate to achieve and exceed annual growth objectives

• Education: BA/BS Degree (or equivalent experience)

• Problem-Solving/Trouble Shooting – Well organized, process and data driven, logical thought-process, the ability to make decisions and act on them
• Communication – Demonstrated excellence in verbal and written communication skills, including a strong phone presence, listening, and presentation skills with the ability to influence via phone
• Interpersonal – Ability to manage a large group of accounts, sell at all levels within an organization, build and manage relationships, and demonstrate resilience and ability to handle difficult situations with a positive “can do” attitude. Also, have a proven experience & ability to work independently as well as in a team environment
• Selling – Knowledge and practice of customer-focused selling processes, and negotiation skills
• Technology – Strong computer skills with ability to learn new systems quickly and efficiently, proficient keyboard abilities, MS Office, Salesforce, and ERP System.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.