Domestic Customer Experience Manager

Customer Experience Manager

Develop and lead initiatives that ensure exceptional service at every stage of the customer journey. Create and implement strategies that exceed customer expectations, foster loyalty, and drive long-term business success.

Essential Job Functions

• Lead, train and mentor a team of customer service professionals to ensure they provide excellent service and support.
• Develop and execute customer experience strategies to enhance the customer experience.
• Responsible for keeping morale at a high level, executing company best practices and inspiring customer interactions.
• Analyze service metrics and customer feedback to track performance and identify trends, pain points, and areas for growth.
• Collaborate with cross-functional teams including planning, logistics, sales, marketing, and other support departments to ensure a seamless customer experience across all touchpoints.
• Ensure effective cross functional communication to ensure on-time delivery to meet customer requirements.
• Establish customer service standards and KPI's and monitor performance metrics to ensure goals are met or exceeded.
• Designate accountabilities, priorities and schedules for customer service representatives.
• Actively engages and coordinates with customers making accurate and timely decisions based on customer needs and business requirements.
• Address and resolve escalated customer issues promptly and effectively.
• Stay updated on industry best practices and emerging trends to continually improve customer service strategies.
• Maintain reliable and consistent attendance, including being punctual, and dependable in order to meet the needs of the department and the organization.
• Execute each essential duty satisfactorily in order to perform job successfully.
• Follow all safety procedures required in work area, wears PPE as needed, attends all safety meetings, and reports safety issues regarding equipment or unsafe/hazardous conditions.
• Performs effectively as a team member, able to work well with others, open to receive and give feedback, and treats everyone with respect.
• Takes ownership of own work and behavior, accepts accountability for own actions, encourages solutions, and communicates status of work/projects.
• Follow all department quality standards/criteria. Raise concerns and issues to immediate manager.
• Able to understand and demonstrate Cambro company culture, display company core values (Safety, Quality, Respect, and Service).
• Understands department's key performance indicators and contributes to achieve these goals both individually and as a team.

Additional Responsibilities

• Possess a full understanding of all Cambro products, including proper usage and application.
• Must be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs.

Required Qualifications

• Bachelor's degree in business, Marketing, Communications, or a related field.
• 7-10 Years' proven experience leading teams in Customer Experience, Customer Service or a related managerial role.
• Strong analytical and problem-solving skills, with the ability to interpret complex data.
• Demonstrated experience implementing and managing customer relationship management (CRM) software and survey tools.
• Ability to inspire and motivate teams to achieve high standards.
• Strong interpersonal and communication skills, both written and verbal.
• Excellent communication and leadership skills.
• Passion for delivering world-class customer experiences.
• Ability to handle multiple, rapidly changing priorities with an attention to detail.
• Experience with Microsoft Office Suite, including Power BI.
• Must possess the ability to accept constructive feedback.

Physical Demands

• Sitting, walking, standing, bending at the neck, twisting at the neck, repetitive use of hands, fine manipulation, pushing and pulling, reaching above and below the shoulder, carrying/lifting up to 25 lbs.

PPE Requirements

• Safety glasses
• Face covering (mask) in accordance with company policy.

Compensation Range: $85,000 - $110,000

Salary may vary based on experience.

Cambro is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law.