Customer Experience Manager

Summary

Responsible for ensuring our customers have a positive experience and proactively increase customer satisfaction and loyalty. Manage, motivate, and support the customer experience team and application engineers to meet and exceed customer expectations. Develop and implement customer service strategies that support customers through phone calls, quoting and the order entry processes. Identify and provide solutions to continuously improve NORD’s customer experience, including responsiveness, quality, process efficiency and customer satisfaction.

Description

• Manage, inspire, and lead Customer Experience Representatives and Application Engineers, including attendance, goal setting, evaluating performance, coaching, and training to enhance and improve effectiveness in working with our customers.

• Develop and maintain strong relationships with new and existing customers to retain business and promote business growth opportunities. Search for opportunities to grow and develop these customers in cooperation with external sales and self-service tools.

• Monitor order entry and quoting process flow and responsiveness. Provide prioritization and resources to keep things stable and moving efficiently within the team.

• Collaborate with corporate Customer Experience leadership team on process optimization opportunities and ensure general process consistency – both in training and execution.

• Analyze, derive, and structure solutions to provide one on one and group training for Customer Experience Representatives focusing on the mastery of products, process, and application of available tools/resources.

• Proactively monitor and streamline process to ensure order and quote quality utilizing available reporting tools.

• Review high value orders and quotes for accuracy.

• Provide support and coach Customer Experience Representatives when dealing with difficult customer escalations or on challenging orders and quotes.

• Provide support and coach Application Engineers in efforts to build on current customer needs and grow the business by partnering with customer’s corporate engineering on product solutions.

• Ensure the Customer Experience team receives technical training and has adequate technical knowledge to support customers with basic (level 1) technical support of NORD products. Ensure corporate engineering guidelines are understood and followed. This requires the Customer Experience Manager to have a good technical understanding of electro-mechanical power transmission products and their applications.

• Maintain a professionally presentable and organized office work area while keeping NORD’s Corporate Social Responsibilities pillars in mind.

• Other duties as assigned.

• Education: Engineering Degree Required. Preferably in Mechanical Engineering.

• Experience: 2-4 years of Supervisory Experience. 2-4 years technical customer service or sales experience. 1-3 years of experience working with a ERP system, such as SAP preferred. Familiarity with power transmission industry is a plus.

• Skills and Key Attributes: Excellent communication, interpersonal, and customer service skills. Strong mechanical aptitude and attention to detail. Must be able to effectively manage time, prioritize tasks and effectively lead and motivate.