Customer Experience Manager

$65,000 - $88,000/Yr

Avon Protection Systems - Cadillac, MI

Full-time - Mid Level

Cadillac, MI

Miscellaneous Manufacturing

About the position

The Customer Experience Manager will support the Head of Global Customer Experience in managing the North American customer service team. This role is crucial for ensuring effective communication and collaboration with the Cadillac operations team, addressing complex customer issues, and overseeing large commercial contracts and customer concerns in the NA region. The manager will also be responsible for monitoring order processing and ensuring that customer service targets are met efficiently.

Responsibilities

• Support the Head of Global Customer Experience in managing daily operations of the Cadillac customer service team.
• Standardize and document customer service processes globally.
• Act as the first point of escalation for customer concerns in the NA region.
• Maintain a close working relationship with the Cadillac operations team.
• Provide training and mentorship to Cadillac-based customer service staff.
• Collect data and present metrics related to customer service and business performance.
• Oversee order processing in ERP systems for US and International orders.
• Manage all NA base customer concerns.
• Act as the export control and commercial contract subject matter expert for the NA customer service team.
• Oversee the B2C e-commerce platform.
• Assist in ideation and execution of continuous improvement projects globally.
• Implement new practices, procedures, and business tools.
• Provide hands-on support in all areas of Customer Service as needed.

Requirements

• Excellent written and oral communication skills.
• Strong organizational skills and ability to multi-task.
• Experience demonstrating professionalism, judgment, tact, and diplomacy in customer interactions.
• Self-motivated and independent worker with problem-solving abilities.
• Detail-oriented and proactive in preventing issues.
• Proficient in Microsoft Office Suite, including Excel, Outlook, Word, and Teams.
• Ability to thrive in a fast-paced, constantly changing environment.
• Experience with enterprise management software.
• Two years of experience in a customer service team.
• Two years of college or equivalent applicable industry experience.

Nice-to-haves

• Fluency in Spanish, Portuguese, and/or Canadian French.
• Experience in industries supporting military, law enforcement, or firefighting.
• Familiarity with Incoterms.
• Experience in export control related to ITAR controlled products.
• Experience with Sage X3, ZenDesk, Sage CRM, or Shopify.
• Associate or bachelor's degree.

Benefits

• Competitive salary range of $65,000 to $88,000 annually based on experience and qualifications.