Customer Experience Manager

SUMMARY:

The Customer Success Manager is responsible for driving customer satisfaction, retention, and growth by fostering strong relationships with clients and ensuring successful adoption of products and services. This role collaborates cross-functionally with internal teams and leadership to deliver a seamless customer experience and support continuous improvement initiatives across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and implement standards effective in sustaining the relationship between the organization and its clients.
• Direct and monitor Customer Service and Service department operations to ensure they are in compliance with all external and internal policies and procedure.
• Partner and collaborate with Sales Leadership to develop and support overall business market strategy (specifically with respect to top-line sales growth).
• Assist Accounting and Credit departments with review of account deductions before issuing offsetting credits.
• Monitor Tool inventory to ensure product is equitably distributed to ship all sales orders in a timely manner with a 98% fill rate objective.
• Ensure drop shipments for all Tools and Accessories are invoiced for all clients before End of Month.
• Manage EDI order for all applicable accounts and clients.
• Assist in resolving tough or complex issues that are beyond regular customer service and service personnel.
• Interact with customers to identify their needs and respond accordingly.
• Establish a complaints channel for receiving customer complaints and providing quick response/resolution of issues.
• Ensure adequate training of customer service and service staff to ensure a capable workforce.
• Develop and implement customer service and service dept. policies, procedures, and regulations necessary for ensuring a satisfied customer base.
• Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs.
• Follow up with customers to ensure they receive optimal value from purchased products/services.
• Analyze customer data and statistics to obtain results useful in making key business decisions.
• Work around available budget to achieve set objectives and targets.
• Participate in educational workshops to stay up-to-date on developments in the industry.
• Collaborate with Senior Management when necessary.
• Conform to all Koki Holdings policies and procedures.
• Perform other duties as assigned.

SKILLS/ EXPERIENCE:

• EDI Management experience a plus
• Proficiency with contact center technologies including CRM
• Ability to analyze and interpret technical and mechanical procedures
• Proficiency in reporting including KPI planning and tracking
• Ability to lead, provide objective insight/training on department processes
• Ability to multi-task and work under pressure
• Capability to engage in constructive conflict resolution
• In-depth knowledge of all tools, skills, and philosophies used by an inbound customer service center (phone, email, chat, social media)
• Proficient in MS Office Applications, especially EXCEL

QUALIFICATION REQUIREMENTS:

• Bachelor’s degree business administration, or in related field
• 7 years managing a Customer Service and Call Center Operation
• Experience working in Sales and Manufacturing preferably power-tools
• Strong leadership expert in team development and positively changing departmental culture
• Proficient conflict management, resolution, and negotiation skills
• Excellent oral and written communication skills with the ability to present these at the executive level
• Highly organized with an exceptional attention to detail
• Ability to succeed in a fast-paced, multi-channel environment
• Thinks big about customer engagement and takes ownership to ensure the highest level of customer experience and satisfaction
• Ability to exert good judgment in order to make key business decisions that will have significant impact on the business – understanding cost/benefit analysis.
• A positive attitude and can adapt to changes
• Strong work ethic and detail orientation

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

KHA conforms with the American Disabilities Act (ADA).

The work environment is consistent with normal office conditions.

Job Type: Full-time

DISCLAIMER:

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. In compliance with the Americans with Disabilities Act, the Company will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The Company is an Equal Opportunity Employer and does not discriminate against any employee or applicant based on race, color, national origin, religion, age, sex, disability, citizenship, marital status, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 3 years (Preferred)
• Customer Service: 7 years (Preferred)

Work Location: In person

Salary : $85,000 - $95,000