Clarios - Milwaukee, WI
posted 4 months ago
As a part of Clarios' $2.2Bn North American Metals business unit, the Customer Experience Manager for Returns will play a pivotal role in leading and executing customer order enablement and customer experience improvement projects specifically for returned commodities. This position is essential for driving business growth and enhancing profit margins. The Returns Supply Chain team is responsible for managing the entire experience and execution of battery returns in the U.S., which is a crucial element of Clarios' Circular Economy model. The Customer Experience Manager is integral to Clarios' sustainability strategy, ensuring that the company remains a preferred partner for both internal and external customers. The North American Metals business unit is recognized for leading the world's largest closed-loop recycling economy, recycling over 8,000 batteries every hour. This process involves converting lead into grids and oxides for new batteries, recycling plastics into new battery cases, and processing acid for use in by-products. Clarios has achieved a remarkable recycling rate of over 99% for lead-acid batteries, surpassing other consumer products in North America and G7 economies. In this role, you will identify and execute projects aimed at enhancing both internal and external customer experiences. This includes improving customer order entry efficiencies and optimizing transportation costs. You will create and utilize key performance indicators (KPIs) to track trends and identify areas for improvement. Collaborating with external customers and internal business partners, you will develop customer journey maps that inform long-term business strategies. As a trusted advisor, you will understand customer needs and how actionable projects can enhance their experience. Additionally, you will present project progress and strategic outlooks to senior management, collaborate cross-functionally to implement process changes, and provide training and guidance on new tools and processes.