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Customer Experience Manager

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Customer Experience
📅
181A4 Requisition #
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JOB SUMMARY:
Supervises and coordinates activities of all Domestic/International Customer Experience Representatives, Customer Support Representatives, Project Coordinators and Designers within the Customer Experience Department.  Also manages the day-to-day operations and interaction with other Midmark Departments, including outside Domestic/International sales force.  Work with Domestic/International customers to listen to feedback, resolve problems and improve the overall experience with the customers.

ESSENTIAL/PRIMARY DUTIES:
  • Ensure proper training of all customer experience teammates
  • Determines impacts of new products and marketing programs on Customer Service operations.
  • Works with other Midmark departments, including outside sales force and the customer where necessary to resolve conflicts and resolve customer problems.
  • Work with Trade Show Manager to support trade shows.
  • Work with Product Managers to support new product and service launches, product and service changes and the obsolescence of products and services.
  • Work with quality department and Marketing Administrator to ensure compliance with FDA and ISO standards.
  • Issues written and oral instructions.
  • Studies and standardizes procedures to improve efficiency of subordinates.
  • Determines work procedures, prepares work schedules, and expedites workflow.
  • Will be called on from time to time to provide input for strategic planning and sales forecasting.
  • Coordinate price increase, literature changes and new product information with advertising, Product Managers and Customer Service.
  • Determine special pricing allowances in the absence of sales manager.
  • Support the sales force and customers in the designing, quoting, project coordination, delivery and installation processes.

SECONDARY DUTIES:
  • Ensure high services levels by servicing customers through the contact center.
  • Drive continuous improvements through coaching and mentoring teammates.
  • Utilize different communication channels to obtain feedback from customer and sales representatives.

EDUCATION and/or EXPERIENCE:
  • Associate's degree (A.S.) or equivalent from two-year college or technical school; and three to five years related experience and/or training; or equivalent combination of education and experience.

COMPETENCY/SKILL REQUIREMENTS:
  • ERP System knowledge
  • FDA and ISO regulatory knowledge
  • Proficient in the Microsoft Suite of products
  • Toyota Production System, Lean or Six Sigma understanding

SUPERVISORY RESPONSIBILITIES:
  • Maintains positive work environment
  • Carries out disciplinary actions
  • Directly supervise customer experience teammates
  • Ensure compliance with legal, regulatory and Midmark policies
  • Interviewing, hiring, training planning, assigning and directing work
  • Conduct performance evaluations and disciplinary actions
  • Address complaints and resolve problems and conflicts
  • Direct and monitor the activities of the departments, ensuring a “team/Midmark” atmosphere is present at all times

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