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Customer Experience Manager
2 months ago
Elkay is a leading international supplier of plumbing and water delivery solutions, with a strong commitment to quality, innovation, and customer satisfaction.
Job SummaryWe are seeking an experienced Customer Experience Manager to lead our customer support team and drive process improvement initiatives. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, improve efficiency, and increase revenue.
Key Responsibilities- Manage a team of customer support representatives and supervisors to ensure excellent customer service and support.
- Develop and implement process improvement initiatives to increase efficiency and reduce costs.
- Collaborate with internal departments to smooth order processing and improve customer satisfaction.
- Communicate product launches and process updates to the team and customers.
- Lead the development of employee development programs to improve skills and reduce attrition.
- Maintain accurate records of customer interactions, transactions, comments, and complaints in our ERP/CRM system.
- 5+ years of customer service management experience in a B2B manufacturing or construction industry.
- Proven leadership and team management skills.
- Strong communication and interpersonal skills.
- Problem-solving abilities and a customer-focused mindset.
- Proficiency in ERP (JDE/Oracle), CRM software, and Microsoft Office Suite.
- Analytical skills to interpret data and make informed decisions.
- Excellent organizational and time-management skills.
- Competitive salary and benefits package.
- Medical, dental, vision, LTD, AD&D, and life insurance.
- Competitive vacation policy and 12 paid holidays.
- Annual bonus eligibility and educational reimbursement.
- DCPP with eligible matching.
