What are the responsibilities and job description for the Customer Experience Manager position at Sellars?
As the Customer Experience Manager leads and develops the Customer Experience teams for the Finished Goods Division to deliver exceptional service and operational excellence. This role oversees order management, customer communications and issue resolution while driving continuous improvement through metrics, process optimization and strong, cross-functional collaboration.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Leadership & Team Development
- Lead, coach and mentor the CX team to build skills, efficiency and accountability
- Provide on-going performance feedback, coaching and development plans to support growth
- Serve as a hands-on leader and back-up for CER duties during absences or high demand periods
- Promote collaboration, empowerment and responsiveness within the department
Operational Management & Process Improvement
- Oversee daily order entry process to ensure accuracy, efficiency and timeliness
- Monitor team workloads & prioritize activities based on department and company goals
- Develop, track and report on KPI’s
- Partner with IT and Marketing to evaluate, implement and optimize CRM, analytics and other software tools to enhance customer interactions and team performance
- Identify gaps in the process and implement solutions that improve productivity and reduce errors
- Drive operational improvements with the Customer Service Team and work with IT and Marketing to evaluate and implement software, tools and processes to support these activities
Customer Relationship & Issue Resolution
- Serve as the external escalation point for customer concerns, complaints or product inquiries, ensuring prompt and professional resolution
- Act as the internal escalation person for the CX team to remove barriers and resolve issues in a timely manner
- Manage customer order trends and identify opportunities for improvement
- Partner with Sales, Manufacturing, Logistics, Scheduling and Supply Chain to ensure on-time, accurate delivery and service
Performance & Strategic Alignment
- Collaborate with VP Marketing & CX to establish annual goals and KPI’s
- Provide monthly performance summaries and insights to leadership including recommendations for improvement
- Stay educated on the latest trends, technologies and best practices within the CX industry and discern which are applicable at Sellars
Knowledge and Skills Required
- Strong leadership, coaching and team building skills with a proactive, hands-on approach
- Proficiency with ERP and CRM systems like Hubspot
- Advanced skills in Excel and the ability to interpret and act on performance data
- Strong problem solver including the ability to take corrective action
- Excellent communication skills – both verbal and written with the ability to influence and collaborate cross-functionally
- Highly organized and detail oriented and capable of managing multiple priorities
- Ability to make decisive, informed decisions
- A customer first mentality
- Other duties as assigned
Education and Experience
· Bachelor's degree in Business, Marketing, Sales or related field or equivalent experience
· Minimum of five years of customer service experience preferably within a manufacturing environment
· Minimum of 3 years in a supervisory or managerial role within a customer service function
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.
This is primarily a sedentary position. Most of the work performed by this position would be done while seated at a desk or table.
Must be able to use a computer and phone to conduct business.
How we take care of you!
We frequently seek avenues to enhance our total rewards package as we recognize that our associates are a significant asset to our success and the community! All benefits are available to you from day one!
Medical insurance • Flex Spending Account • Dental • Vision • Voluntary Supplemental insurance • Employee Assistance Program • Short-term Disability • Long-term Disability • 401K (100% company match on the first 4% & total company match of 5%) • Employee Referral
Sellars Absorbent Materials is an equal opportunity employer. Sellars Absorbent Materials does not discriminate on the basis of race, religion, color, national origin, gender, age, disability, marital status, sexual orientation or any other characteristic protected under applicable law. All employment decisions are made on the basis of qualifications, merit and business need.