Customer Experience Manager - Remote

Opportunity Description:

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.

Job Summary:

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%

Accountabilities:

  • 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

Minimum Qualifications:

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

Experience and Skills Needed:

  • 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.

Apply






    This site is protected by reCAPTCHA and the Google
    Privacy Policy and
    Terms of Service apply.