Customer Experience Manager

Innovative Control Systems (ICS) is the global leader in the manufacturing, installation, and support of car wash technology and equipment. ICS has grown steadily and is well-positioned within the rapidly expanding car wash industry. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company-provided short-term and long-term disability insurances) as well as a path to personal growth and advancement. The CEM position will give someone the opportunity to develop strategies for the ICS Car Wash product market.

Job Summary:

This position is responsible for the effectiveness of the overall customer facing processes, strategies, and interactions within the company. Requiring the dedication to proactively increase customer satisfaction and loyalty, through effective communication, interdepartmental cohesion, and customer interaction. The person in the position must possess strong presentation, analytical and organizational skills and be able to effectively communicate with customers, distributors, and internal stakeholders. The individual needs to work well through teams and be able to work cross functionally with other departments and operational companies.

The CEM must develop ongoing strategies for anticipating, projecting and exceeding customer expectations through all customer touch points, driving a customer first approach throughout the organization. Ultimately, creating and maintaining solid customer advocates and referrals.

The success of this position is measured through Customer Satisfaction (CSAT), Customer Referral, Customer Churn rate, and Customer Retention.

Major Responsibilities/Activities

• Document and analyze current processes and interactions to identify areas to improve.
• Develop a customer first strategy for the organization along with a clear customer experience vision.
• Promote the vision through all departments in the organization.
• Develop a team atmosphere with cross-functional collaboration.
• Monitor and communicate status of the company's overall Customer Satisfaction (CSAT)
• Oversee and drive results through the inside Sales team.
• Maintain the communication and status of orders throughout the order to delivery (OTD) cycle.
• Increase revenue of recurring items through customer satisfaction and interaction.
• Work with inside sales on support contract retention and re-engage customers that have discontinued support.
• Work with our Director of Support in monitoring the SLAs and true effectiveness of our customer support group.
• Research and recommend new ways to serve and support our customers.
• Communicate and support the external sales team with in-house processes.
• Collect and analyze the trends of new installations.
• Develop customer referral program.
• Analyze customer churn and retention.
• Collect and disperse customer feedback and survey information.
• Measure and celebrate outstanding customer feedback.

Educational Requirements

• Bachelor's degree

Experience Requirements

• A minimum of five years in customer service and management
• Proven use of analytical computer tools is a requirement with a strong focus on Microsoft products.
• Prior experience in ERP systems with an ability to learn Oracle
• Strong communication and presentation skills
• Team building experience and leadership

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk. This position may occasionally require travel including an overnight stay as may be necessary to meet customer needs. Normal risks associated with travel and/or set up of the Company's system may be expected.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; Sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Innovative Controls Systems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling, and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above-ground and below-ground products for both conventional, vapour recovery, and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW's 125 years of providing industry-leading solutions, visit our website at.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.