Customer Experience

6 months ago

Hamilton, Canada KMR Innovations Inc. Full time

CUSTOMER EXPERIENCE / SERVICE MANAGER

This important position serves as the COMPANY’S AMBASSADOR to ensure the company deliver exceptional experiences and meet or exceed their customer’s expectations internally and externally. They lead the customer service team and are responsible for addressing customer inquiries, problem solving, and maintaining positive customer relationships. Continuously looks for ways to create memorable customer experiences and ensure a customer centric ideology. Develops and monitors Performance Standards (PS’s) for customer experience and manages customer experience standard operation procedures (SOP’s) and work instructions.

This role involves helping to create a company culture that is focused on the customer experience thereby impacting customer satisfaction, retention, and revenue.

**Core Responsibilities**

**Customer Communication**
- Handles all customer inquiries about products, services, in a timely and professional manner.
- Stays current on product knowledge to provide accurate information to customers and offer suitable recommendations or alternatives.
- Provides outside sales with insight into the customer’s full needs.
- Processes customer orders ensuring accuracy and provide status updates to customers.
- Proactively follows up on all customers on inquiries, stock levels, orders, and special project updates.
- Manages customer issues and complaint to maintain exceptional experiences
- Manages the customer experience for all accounts to ensure customer expectations and Performance Standards (PS) are met or exceeded.

***

**Communications - Internal**

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- Participates in the weekly scrum sharing KPI’s, process improvements and new ideas with the internal team
- Supports outside sales team by providing them with faster access to resources and information.
- Provides support for inside sales representatives on customer issues, complex inquiries, and issues/resolutions.
- Collaborates with internal departments/teams within the organization to resolve issues in a prompt manner.
- Acts as liaison with team members to ensure and exceed customers expectations.
- Liaise with Production and Shipping Manager to address non-standard products, rush orders, production lead times, packing specifications, and shipments.
- Liaise with procurement to ensure regular dialogue regarding customer intel, forecasts that impact finished goods inventory.
- Shares with General Manager issues that may affect the delivery of exemplary customer service, such as lead time, samples, inventory, credit approvals, account set up, and quality.

**Financia**l
** Management**
- Combines customer survey results and annual/bi-annual account review results and liaises with National Sales Manager and CSR team to provide feedback on customer satisfaction and develop retention plans.
- Liaises with outside sales reps to prepare annual/bi-annual account reviews and customer report cards.
- Addresses customer complaints, de-escalates them and connects them to appropriate salesperson or manager.
- Oversees sample SOP ensuring all requests are sent in a timely manner.

**Accounts Receivable, Credits, and Accounting Support**
- Manages A/R and overdue payments to achieve company A/R goals and no bad debt.
- Works with sales to proactively manage customer credit requirements to meet order requirements.
- Handles the return of goods sold and processes restocking fees, credit notes, and refunds and seeks approval for transactions.
- Manages past due procedure, liaises with sales representative and when required financial controller and escalates aging past due payments to General Manager

**Team Management and Cultural Leadership**

***
- Manages Inside Sales team deliverables and workloads and collaborates on issues or concerns.
- Identifies learning gaps, opportunities for continuous improvement and provides one on one or group coaching.
- Advocates for training sessions with internal and/or external sources as needed.
- Works jointly with Inside and Outside Sales to determine path for escalated issues.
- Leads the internal team on alignment of the customer experience.

**Systems and Processes**

***
- ** Maintains detailed records of customer interactions, inquires, and resolutions on the company’s CRM system.**:

- Proactively seeks ways to improve, share, and implement systems, processes, and procedures by collaborating with the internal team to increase business efficiency and effectiveness.
- Continuously looks for ways to create memorable customer experiences and ensure a customer centric ideology is embraced internally.
- Focuses on continually gaining in depth product knowledge including options for bespoke solutions and unique customer requirements.
- Seeks to understand customer industries and their businesses to help deliver better solutions and remain competitive in the market.
- Leverages the customer playbook to provide solutions to customers and continually adds new solutions/sce

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