Customer Experience Manager

Brief Description

Responsible for the leadership and management of NORD Gear Corporation’s Customer Experience Team to ensure exceptional customer experience while supporting the company’s sales, operational, and strategic objectives. Provides leadership to Customer Experience Supervisors and the Customer Experience Training Supervisor, with responsibility for customer responsiveness, quality, operational performance, employee development, and continuous improvement. Utilizes performance metrics and customer feedback to identify opportunities and improve the effectiveness and efficiency of the Customer Experience organization.

• Collaborate with the Sr. Customer Experience Manager to develop and implement Customer Experience strategies that align with corporate objectives and improve customer satisfaction and responsiveness.
• Lead, coach, mentor, and develop CX Supervisors and the CX Training Supervisor to achieve departmental and company objectives.
• Establish, monitor, and improve key Customer Experience performance metrics, including responsiveness, backlog, quality, productivity, and customer satisfaction.
• Collaborate with Sales, Customer Logistics, Engineering, Materials, Service, Quality, IT, and other departments to resolve customer issues and enhance customer experience.
• Evaluate staffing, workload, and capacity requirements and partner with Human Resources and department leadership regarding recruiting, employee development, performance management, and succession planning.
• Provide strategic direction for Customer Experience training and development in collaboration with the Customer Experience Training Supervisor, including onboarding, product and process training, cross-training, and ongoing professional development.
• Lead and support continuous improvement initiatives through the implementation of new systems, technologies, automation, and artificial intelligence tools, along with related training, to streamline processes, eliminate unnecessary work, and improve the customer experience and employee effectiveness.
• Ensure compliance with NORD Quality System, ISO procedures, company policies, and applicable customer service standards.
• Uphold high ethical standards in customer dealings and protect NORD's interests in all commercial transactions.
• Perform other duties as assigned.
  
  

Requirements

Education: Bachelor’s degree in engineering, business or related field preferred. Equivalent combination of education and relevant experience may be considered.

Experience: Minimum of 5 years’ experience in Customer Service, Customer Experience, Engineering, Sales, or a related field preferred. Experience supervising or managing employees preferred.

Skills and Key Attributes: Strong leadership, coaching and employee development skills. Strong understanding of the company/customer relationship. Thorough understanding of NORD Gear Corporation’s operating and manufacturing systems. Strong analytical, problem-solving and decision-making skills. Demonstrated ability to lead change and implement new processes, systems, and technologies.

Physical Requirements: Ability to sit for extended periods and travel to satellite facilities and customer sites.