Customer Experience Manager

Customer Experience Manager ORAFOL Americas Inc - Ellabell, GA 31308 Overview Position Type Full Time Job Shift Day Shift Education Level 4 Year Degree Travel Percentage Negligible Category Management Description The Customer Experience Manager is responsible for the leadership and operational performance of both the Customer Service and Technical Support departments. This position ensures a high-quality experience across all customer touchpoints, through effective team management, process optimization, claims and complaint resolution, and cross-departmental collaboration. The role is instrumental in driving continuous improvement initiatives, maintaining technical excellence, and aligning service delivery with business goals. Essential Functions: Team Leadership & Management Oversee, develop, and mentor both Customer Service Representatives and Technical Support Specialists. Conduct performance evaluations, coach team members, and foster a culture of accountability, professionalism, and continuous improvement. Develop staffing strategies, including hiring, onboarding, scheduling, and cross-training. Customer Experience & Service Operations Manage day-to-day operations to meet or exceed departmental KPIs (e.g., response time and customer satisfaction). Monitor and improve order processing and on-time shipment metrics. Resolve escalated customer issues and ensure a consistent, courteous communication experience. Technical Support Oversight Manage technical product inquiries, ensuring accurate and timely responses related to product specifications, compatibility, and usage. Lead efficient claims and complaint resolution, ensuring root-cause analysis and corrective action. Drive coordination between Quality, R&D, and Production teams for product evaluations and technical feedback. Process Improvement & Analytics Analyze service performance data and customer feedback to identify process inefficiencies. Lead continuous improvement initiatives to improve customer experience. Maintain accurate records and develop reporting to highlight trends, successes, and areas for improvement. Cross-functional Collaboration Serve as liaison between Customer Service, Sales, Planning, Production, and Quality departments. Participate in production planning meetings to ensure customer needs are aligned with operational capabilities. Collaborate with IT to optimize CRM, ERP, and telephony systems for both customer service and support workflows. Additional Responsibilities: Champion ORAFOL’s Quality and Safety Programs; ensure team adherence to protocols. Maintains an optimal level of product quality and adheres to ORAFOL’s Quality Program. Represent the company at customer meetings, industry events, or trainings as required. Support special projects and company initiatives as assigned. Perform other duties as assigned or as the situation dictates. Qualifications Education Requirements: Bachelor’s degree in Business Administration, Technical Management, or a related field. Equivalent work experience may be considered. Work Experience: Minimum of 5 years in customer service or technical support roles, with at least 3 years in a managerial capacity. Experience in manufacturing, print media, or industrial materials industries preferred. Demonstrated success in managing cross-functional teams and implementing process improvements. Aptitudes & Characteristics: Strong leadership, coaching, and interpersonal communication skills. Technical aptitude in understanding and explaining product specs, testing outcomes, and application scenarios. Proficient with CRM, ERP, and reporting software (e.g., Salesforce, SAP, Power BI). Analytical thinker with a proactive approach to problem-solving. Must be a fast learner, driven and self-motivated; strive towards continuous improvement.