Solon Manufacturing Company, located in Chardon Ohio, is a premier designer and manufacturer of Belleville spring washers seeking an entry level Customer Experience Manager I to ensure exceptional brand and buying experiences by efficiently interacting with customers, addressing inquiries, and resolving issues.

Essential Duties and Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interacts with customers via telephone, email, or online chat to provide product information and support
• Monitors Live Chat
• Ensures that appropriate actions are taken to resolve customer complaints, escalating complex issues to higher levels of the team or management if necessary
• Enter quotes, opportunities, and follow-up information for domestic and international accounts into ERP and CRM
• Manage a pipeline of opportunity activity
• Qualify new prospects and engage in enough dialog to understand desired channel to market
• Identify prospective value-add needs and engage relevant internal resources (Reps, BDM, Eng.)
• Achieve desired targets expressed through metrics by meeting expectations around process, behaviors, strategic goals, and objectives (company, team, individual)
• Enter orders as a back-up for the Contract Review Coordinator
• Provide support to internal and external reps and Business Development team members as required
• Supports higher level II & III initiatives and continual improvements to the departmental processes
• Commit to following the Quality Policy, established procedures, and guidelines as required by ISO 9001 standards. Seek opportunities for continuous improvement as a commitment to the Quality Policy
• Maintains a safe working environment by complying with all safety and environmental policies in the workplace. Advocates for and promotes a safe work environment by reporting near misses and/or other safety and environmental hazards, wearing all required PPE and encouraging others to do the same
• Other duties as requested by direct management or leadership team

Experiences, Competencies, Skills, and Education:

• High school diploma or equivalent
• Previous customer service experience a plus but not required
• Some knowledge of products and service preferred
• Strong outbound calling skills
• Empathic listener
• Adept problem solver
• Exceptional communicator both verbal and written
• Proficient using CRM, ERP systems, and Microsoft Office Suite

Core Values and Required Competencies:

THINK BIG: Curious, Collaborative, Problem-solver. We are solutions-minded problem-solvers. We are curious and have a thirst for knowledge. We are critical-thinkers and good thought partners who collaborate with our team members to achieve amazing results.

OWN IT: Accountable, Takes Initiative, Works with a purpose. We always strive for excellence. We are empowered to take initiative, and work with a purpose and sense of urgency. We embody a “can-do” attitude and are humbly confident in our abilities. We are self-motivated, tenacious and take pride in our work. We are coachable. We accept we aren’t perfect and may make mistakes, but we take responsibility for our actions, and we never give up.

THRIVE TOGETHER: Helps and accepts help, Empathetic, Contagious, Positive Energy. We foster teamwork. We work together collaboratively and selflessly. We show up every day with a great attitude and positive energy. We are a passionately engaged workforce who genuinely cares about our stakeholders. We hold each other accountable because when we succeed, we all win. We are a family that gets to choose its family.

Required competencies:

• Personal Effectiveness: Interpersonal Skills, Integrity, Initiative, Dependability, and Reliability
• Workplace Competencies: Teamwork, Adaptability/Flexibility, Planning & Organizing, Negotiating, Problem Solving and Decision Making
• Leadership Competencies: Delegation/Empowering Others, Conflict Management, Coaching, Critical Thinking, Analytical

Work Environment:

This job operates in an office environment. Exposure to manufacturing environment as required. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment and uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc. Standard work week, although some overtime hours may be required.

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. The ability to communicate orally is crucial. Regular use of the phone and email for communication is essential. Hearing and vision correctable to within normal ranges are essential for normal conversations, receiving ordinary information, and preparing or inspecting documents. The ability to remain in a stationary position roughly 80% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers, and other office productivity devices, attending meetings, etc.), is required. Using a computer while sitting for extended periods is common. No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, copiers, scanners)

Supervisory Responsibility:

None

Travel:

None

Equal Employment Opportunity (EEO) Policy Statement : Solon Manufacturing Company provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Solon Manufacturing Company complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Solon Manufacturing Company expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Solon Manufacturing Company team members to perform their expected job duties is absolutely not tolerated.

Job Type: Full-time

Pay: $40,132.00 - $49,446.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year
• No experience needed

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Experience:

• Customer service: 1 year (Required)
• Outbound calling: 1 year (Preferred)

Ability to Commute:

• Chardon, OH 44024 (Preferred)

Ability to Relocate:

• Chardon, OH 44024: Relocate before starting work (Required)

Work Location: In person