Customer Experience Manager

Customer Service And Order Management Leader

As a 100% employee-owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers' and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability. The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

We are hiring a leader to build a team that will elevate our Customers' experience and add value as a service leader. The successful candidate will manage individuals performing Customer Service and Order Management functions including order processing, procurement, expediting, and issue resolution including returns. We are searching for an individual with a solid customer-oriented business management acumen and a deep understanding of purchase order/invoice business systems.

Specific Responsibilities

• Provide the vision and guidance for outstanding Customer Service to our Customers while embodying the R.E. Mason brand and Core Values.
• Provide formal leadership for the Customer Service team; including team development, mentorship, performance conversations and individual career development.
• Work closely with the Inside Sales team, Services team and the Accounting team leaders to collaborate, improve processes and resolve issues.
• The Customer experience team manages an extremely high volume of daily work. Overseeing order management, balancing workloads, handling escalations, managing priorities, and ensuring the team is meeting service expectations.
• SOP development, training, system changes, and continuous improvement
• Ensure the quality and accuracy of the work performed by the Customer Service team.
• Develop the coverage model and resource strategy to optimize Customer Service team alignment with internal teams and Customers.
• Create and improve order management processes including; order workflow and communication processes with business unit management, accounting, sales, and other internal teams.
• Establish, track, and analyze individual & team metrics to reduce expenses, improve effectiveness, and meet order processing and Customer responsiveness time targets.
• Manage and set-up of Customer EDI processes.

Qualifications

Required Competencies

• Strong business acumen, accounting skills and the ability to reason through constantly evolving business scenarios
• Strong Customer Experience and Customer Service focus
• Familiarity with sourcing and vendor management
• Understand order processing systems and supply chain management
• Able to manage difficult situations and respond promptly to internal customer needs.
• Excellent interpersonal, verbal and written communication skills
• Provides candid feedback to others as needed and navigates crucial conversations.
• Motivates others and drives a strategic vision within the organization
• Detail-orientation and good analytical skills
• Understanding of technical product purchases orders & service contracts
• E-commerce experience and background
• Ability to translate your skills to other employees through training and mentoring
• Ability to work in a team environment; a team player
• Self-directed, self-motivated and detail oriented
• Organized and reliable
• Demonstrates integrity
• Time management and multitasking

Required Education and Experience

• Fluent in English
• Excellent verbal and written communication skills
• 8+ years Customer Service experience
• 2+ years supervisory experience
• Bachelor's Degree in Business Administration or a related field preferred

Preferred Experience/Competencies

• IFS or Equivalent CRM/MRP experience

Physical Requirements

• Standing
• Kneeling
• Pushing and Pulling
• Using a Telephone
• Walking
• Reaching Overhead
• Lifting - 25 pounds
• Driving
• Sitting
• Climbing
• Using a Computer

RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason's Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at View phone number on click.appcast.io.

This is a drug-free workplace. Employment is contingent upon the successful completion of any required pre-employment and, if applicable, ongoing drug testing, including testing mandated by customer site access requirements.

Robert E. Mason & Associates