Customer Experience Manager

Company Overview

Murrelektronik is a global leader in the development, manufacturing, and distribution of automation solutions. Our products span four core lines: Power Supplies and Control, Interfaces, Cables/Connectors, and IO Systems. With a focus on innovation, quality, and customer needs, our solutions help optimize applications and drive efficiency across industries.

Summary

The Customer Experience Manager is directly responsible for supervising their assigned customer service teams, inclusive but not limited to CS Representatives, CS Specialists and Customer Success Managers. Participate in recruitment, mentoring and development of team members and nurture an environment where they can excel through encouragement and empowerment, keeping track of their progress. They must be able to functionally perform the duties of all members of their team.They ensure that their team understands the company goals and handles any conflicts involving customers or employees.This role requires an ability to communicate eloquently and guide others successfully. They are instrumental in improving customer service experience, creating engaged customers, and facilitating organic growth. This role may be asked to fill in for other members of the Customer Experience team if they are unavailable, so it's essential that they are prepared to serve cross functionally in all roles. This role is part of the Customer Experience organization leadership team.

Essential Duties

• Responsible for mentorship and development of team members. This is inclusive of annual reviews, performance improvement plans and employee centric metrics.
• Develop new and existing relationships as a senior customer experience leader across the customer base to ensure a strengthened partnership and the creation of new advocates.
• Provide thought leadership to create credibility and trust in your team.
• Establish initiatives and identify opportunities to encourage team growth and increase engagement.
• Establish initiatives and identify opportunities to encourage customer growth and increase revenue conversion.
• Manage and respond to escalated inbound customer service-related inquiries via phone, cases, and email.
• Oversee the complete order lifecycle: Accurate order entry, provide accurate and timely information related to orders, delivery updates, ensuring invoice receipt.
• Accurately create and deliver pricing and availability quotes (P&A quotes) in addition to special pricing quotes as needed.
• Ensure that customer issues are resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
• Provide updates to internal cross-functional partners on customer perspectives, risks, strategic insights, executive briefings, and requests.
• Collaborate with internal Murrelektronik departments to ensure all client issues, real and perceived, are being addressed and resolved.
• Foster advanced familiarity with product applications.
• Scale up and down to support both the Customer Experience Leadership Team and customer service team.
• Work with team to ensure all Customer Experience team members are cross trained on client base.
• Attend all assigned training sessions.
• Attendance for in-person client meetings as required.
• Other duties as assigned.

Desired Knowledge, Skills, and Abilities:

• Possess a minimum of 5 years managing or leading a customer-facing team of at least 5 team members.
• Possess a minimum of 10 years of senior level customer service experience.
• Advanced familiarity in working with SAP or similar ERP systems.
• Advanced familiarity in working with Salesforce or similar CRM (Customer Relationship Management) systems.
• Advanced familiarity in working with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, etc.
• Possess strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders.
• Bi-Lingual preferred.
• Detail-oriented and ability to provide high-quality work, with a sense of urgency and focus on accuracy.
• Ability to be open and adaptable to change.
• Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
• Excellent time management skills and ability to multi-task when under pressure.
• Strong interpersonal & communication skills and ability to work well in a peer driven-team environment.
• Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.
• Embody Murrelektronik’s Core Values.

Education

• Bachelor’s degree in business or other degree related field preferred.

Travel

• Occasional travel is required for this position.

TYPICAL WORK ENVIRONMENT

Physical demands and work environment : The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Please note that this is an in-office position.

Physical demands: While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.