The Customer Experience Manager-OEM is responsible for all processes related to managing projects, orders, and communications with customers, leading a team of account managers, inside sales representatives, and customer care representatives based in the U.S. to transact business effectively and consistently in a way that makes our customers’ lives easier. The team leader must ensure that customers are happy—as will be measured—balancing the needs of what the company needs to ensure optimal results. The role requires a professional with excellent communication and coaching skills who can motivate staff while solving myriad problems that arise on a regular basis.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Leads, manages, and supports a team of account managers, inside sales representatives, and customer care representatives located around the U.S.
• Communicates and coordinates with internal teams to address customer issues, needs and opportunities in a timely manner. Escalates serious concerns as needed, owning the situation from start to finish.
• Delivers budget and stretches sales targets for assigned house accounts, as introduced at the start of each new fiscal year.
• Designs and deploys training and onboarding programs for new hires.
• Responsible for processes related to customer care, including but not limited to order entry, order acknowledgements, change orders, expediting, line-downs, requests for information, RMA initiation, escalation of issues and metrics.
• Creates reports shared with the Global Vice President, Sales & Marketing and Leadership Team.
• Supports HubSpot CRM, working with internal sponsors.
• Plays a key role in optimizing workflows and connections to order fulfilment processes in cooperation with internal stakeholders.
• Ensures OEM customer ordering requirements are satisfied, including the use of portals.
• Responsible for deploying customer satisfaction and loyalty surveys, communicating results to stakeholders and plant personnel, maintaining metrics, and implementing corrective actions.
• Organizes activities for team building; conducts performance reviews with a focus on career development.
• Serves as a member of the OEM Sales Leadership Team for dialog and continuous improvements.
• Other duties can be assigned based on company needs and employee capabilities.

Competencies:

1. Problem Solving/Analytical Skills

2. Ethical Conduct

3. Detailed Oriented

4. Persistent

5. Customer Service

Required Skills / Abilities:

1. Excellent communications ability, verbal and written, interacting with customers, internal stakeholders, and the customer service team.

2. Excellent organizational and time management skills

3. Ability to lead, motivate and support team, with coaching skills that support positive development.

4. Proficient in Microsoft Office Suite or similar software.

5. Analytical skills

6. Commitment, energy, and enthusiasm for role are must-haves, with the requirement to be proactive whether communicating unwelcome news or good with a focus on timely resolution.

7. Attention to details.

Supervisory Responsibility:

This position has full responsibility over a team of account managers, inside sales representatives, and customer care representatives. Responsibilities will include hiring, training, supervision, and oversight of the entire performance process of the team.

Work Environment:

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employee might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.

Physical Demands:

1. Prolonged periods of sitting at a desk and working on a computer.

2. Must be able to lift up to fifteen pounds at times.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00AM to 5:00PM. To meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.

Travel:

No overnight travel is expected for this position. There may be occasional local day travel or overnight travel as it relates to training activities or support of assigned plants/locations.

Required Education and Experience:

1. Bachelor's Degree or equivalent combination of work experience.

2. Ten years or more of related experience required in dealing directly with customers.

Preferred Education and Experience:

1. Experience working in a fast pace, high-growth company.

2. Manufacturing environment experience using an CRM software, B2B portals.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

OTR Engineered Solutions, Inc is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

Job Type: Full-time

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Rome, GA 30161: Relocate with an employer provided relocation package (Required)

Work Location: In person