Customer Experience Manager
Deublin Company is looking for a Customer Experience Manager to inspire and lead a high-performing sales team, ensuring exceptional customer experiences and the achievement of key objectives. This role will serve as a bridge between customers, operations, and sales, overseeing the entire sales administration process and monitoring key performance indicators (KPIs). The ideal candidate will foster a positive, collaborative environment that drives teamwork and delivers results.
8/23/2024
Waukegan, Illinois
Full-time
Office
Key Responsibilities:
- Understand and improve customer experience, create customer relationships and facilitate organic growth.
- Take ownership of customer issues and follow problems through to resolution.
- Set a clear target condition tied to top level KPI’s and deploy strategies focused on that condition.
- Drive monthly and annual inside sales results and growth-oriented sales activities.
- Participate in cross functional projects to continuously improve current standards and implement new processes and standards.
- Manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that standard processes are adhered to.
- Review, evaluate and recommend company products to meet customer application needs.
- Respond to a variety of customer written and telephone inquiries on matters relating to new orders, returns, complaints, drawings, product literature and parts listed.
- Work closely with production control, quality, marketing and sales, engineering and manufacturing departments to coordinate inside sales activities.
- Be proficient with ERP system to create best practices, troubleshoot and solve problems.
Supervisory Responsibilities:
- Customer Service Representatives, Inside Sales Representatives, and Application Engineers report to this position.
Qualifications:
- Proven ability to develop and execute outbound sales strategies to achieve revenue targets and exceed customer expectations.
- Experience in analyzing and visualizing current conditions, creating ideal and target conditions, and developing strategies and action plans to achieve those goals.
- Strong problem-solving skills with a commitment to continuous improvement.
- Demonstrated coaching skills and a passion for developing team members to reach their full potential.
- Exceptional communication skills, particularly in phone and email interactions.
- Strong negotiation, interpersonal and organizational skills.
- Excellent organizational skills for managing sales campaigns and projects.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Education:
- Bachelor’s degree required. Engineering (or other technical) degree preferred, with 3-5 years of relevant sales or marketing experience.
We Offer
Deublin Company offers a stable, team-based environment with opportunity for advancement. Our robust benefits package includes Medical/Dental/Vision Insurance, Employee Assistance Program, company paid Short & Long-Term Disability coverage and Life/AD&D Insurance, FSA & HSA, Paid Time Off, Paid Holidays, Educational Assistance, and 401(k) Retirement Plan with matching contributions.
Deublin is an Equal Opportunity Employer. Drug-Free Workplace.