Customer Experience Manager

Job Description

Reporting to the Director of Customer Experience, the Customer Experience Manager (CXM) will lead and develop a team of experienced Customer Experience Specialists (CXSs). The CXM will foster a culture of continuous improvement in support of achieving world-class customer service. The position is key in elevating the customer experience and bringing the Voice of the Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and performance of direct reports meets or exceeds Bonnell Aluminum corporate standards. This will be a key leadership role, and this individual will own all customer front-end business processes, systems, and metrics within the Niles facility.

Essential duties and responsibilities include:

• Provide leadership, direction, and mentorship to an experienced team of Customer Experience Specialists (CXSs) empowered to provide prompt and accurate support to external and internal customers.
• Drive continuous improvement and training in front-end processes and skills related to customer service and inside sales.
• Actively serve as the Voice of the Customer champion within the plant as well as organizationally as Bonnell seeks to unify the customer experience between all business units.
• Communicate and prioritize issues involving product quality, customer priorities, and customer expectations with internal departments.
• Model customer service excellence and foster a culture of customer experience and engagement.
• Collaborate with internal customers to align and balance customer requests with capacity and capability of the plant.
• Manage customer expectations while balancing short- and long-term goals of the business.
• Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities for improvement
• Manage, track, and analyze order input data, forecasting trends, expedited order history, and "On Time and Complete" (OTC) metrics to proactively identify emerging opportunities and resolve existing challenges that affect commitments to our customers.
• Serve as an extension of the sales team during both the new customer onboarding process as well as existing account management.
• Maintain and continually improve the quoting process with a focus on accuracy, profitability, and speed to market.
• Participate in the development and implementation of standardized work instructions (SWIs) for the inside sales and customer service processes and tasks.
• Alert manufacturing to the special or nonstandard customer orders or requirements to ensure they are documented properly prior to releasing to production.
• Develop and maintain productive relationships and rapport with all key internal personnel.
• Responsible for supporting, mentoring, and developing direct reports.
• Participate in customer visits and/or special projects to elevate the customer experience and ensure the success of the business.
• Leverage technology, including Salesforce to document customer requirements.

Required education/experience:

• Bachelor's Degree (preferably in business, supply chain, or logistics).
• 5+ years of relevant experience including 2+ years leadership experience metals industry experience is preferred.
• Effective verbal and written communication skills
• Strong ERP experience preferably with J.D. Edwards, EPICS or Oracle
• Preferred experience with Salesforce
• Proficient in MS Office (Excel, PowerPoint, Teams, and Word).
• Lean Manufacturing and/or Lean Six Sigma exposure Green Belt preferred.
• Strong passion for leading and motivating teams.

Compensation:

• Components of our Core: SAFETY; INTEGRITY; RESPECT; CELEBRATION; COMMUNICATION; TRUST; DIVERSITY; and ACCOUNTABILITY
• We're People Leaders
• We provide you with an opportunity to leave a mark and build a legacy. But you won't do it alone. We support passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
• Competitive Salary
• Employee Benefits:
• Medical, Dental, Vision
• Life
• Paid Vacation
• 401 K Matching

Job Info:

• Job Identification 1447
• Job Category Customer Experience / Sales / Marketing
• Locations Niles MI - Bonnell Aluminum