Customer Experience Manager
1 week ago
**About Us**:
We are a leading manufacturer of heavy equipment attachments, committed to delivering exceptional products and outstanding customer support. Our focus is on helping our customers maintain uptime and operational efficiency. We are seeking a **Customer Experience Manager** to lead our customer support team and ensure a top-tier service experience.
**Key Responsibilities**:
- Manage and support a team of 4: Order Desk Coordinator, 2 Spare Parts Advisors, and a Service & Warranty Administrator.
- Oversee the customer experience, ensuring all inquiries and issues are handled promptly and accurately.
- Coordinate and prioritize responses to minimize customer downtime, particularly for service-critical issues.
- Personally manage escalated cases involving major clients or critical equipment failures.
- Ensure fair distribution of workload across the team for consistent performance.
- Develop strategies to enhance customer satisfaction, retention, and brand loyalty.
- Collaborate with internal departments, including production and service teams, to resolve complex customer challenges.
- Monitor and report on customer service metrics, identifying opportunities for process improvements.
**Qualifications**:
- Proven experience in customer service or operations management, ideally in the heavy equipment or manufacturing industry.
- Strong leadership skills with a focus on team performance and customer-first values.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Excellent problem-solving and communication abilities.
- Familiarity with ERP systems (Infor experience is a plus).
- Understanding of heavy equipment or industrial operations is a strong asset.
**What We Offer**:
- Competitive salary based on experience.
- Comprehensive benefits package.
- Opportunity to lead a critical function in a dynamic and growing organization.
Pay: $65,000.00-$70,000.00 per year
**Benefits**:
- Dental care
- Life insurance
- Paid time off
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
**Experience**:
- Team management: 5 years (preferred)
- Customer relationship management: 5 years (preferred)
- Customer service: 5 years (required)
- Mechanical knowledge: 1 year (preferred)
Work Location: In person
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