Customer Experience Manager

Tampa, Florida

Masonite International Corporation
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We heard you knock. Job Purpose: The Customer Solutions Manager has accountability for Customer Service, Order Writing, and Warranty at one of our Customer Service locations that support Arch Sales. This position will be responsible for the day to day leadership of the teams while driving process improvements and performance metrics goals. Main Responsibilities and Accountabilities: Provide leadership, coaching, mentoring and development to direct reports Develop and implement Customer Service policies, procedures, standardized work, training, systems and best practices throughout the organization Continuously improve Customer Service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change Establish strong partnerships and collaboration with Sales, Operations, Supply Chain and HR to deliver an exceptional Customer and Employee Experience Anticipate Customer Service issues as a result of long-range business strategies and partner with Plant leadership to create proactive solutions to keep up with evolving changes Coordinate with Customer Solutions Managers at other locations to insure programs are consistent and application is in accordance with established policies and comply with applicable laws and regulations Coordinate and manage Customer Service projects and initiatives Provide resolution based results on addressing complex and escalated Customer Service issues Develop and implement the training and assessment resources needed for the Customer Service team Enforce pricing policies while maintaining Sarbanes Oxley (SOX) compliance Adhere to and administer company related safety/environmental rules and regulations Perform various other duties as assigned Education: Bachelor's degree in Business or related area mandatory Experience: 5-7 years of customer service management experience a must, in building products a plus. A minimum of 10 years' experience in customer service required. Strong collaboration and problem-solving skills Strong MS Office skills (Excel, PowerPoint, Word) Working knowledge of customer service software, databases, and tools In-depth knowledge of customer service principles and practices Proven track record to think strategically and to lead effectively; utilizing continuous improvement techniques a plus Strong client-facing and communication skills Demonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team Open to extraordinary.
Date Posted: 25 September 2022
Job Expired - Click here to search for similar jobs