Customer Experience Manager

$65,000 - $65,000/Yr

Acucraft Fireplaces - Big Lake, MN

Full-time - Mid Level

Big Lake, MN

Machinery Manufacturing

About the position

The Customer Experience Manager position at Acucraft Fireplaces offers an exciting opportunity to work in a dynamic and creative environment. This role is essential in managing multiple projects related to custom and standard fireplace products, ensuring that customer expectations are met while adhering to budget and scope. The successful candidate will engage directly with customers, general contractors, site project managers, and internal teams to facilitate seamless communication and execution of projects. Acucraft values a collaborative culture, and the ideal candidate will thrive in a setting that encourages innovative problem-solving and teamwork. In this role, the Customer Experience Manager will be responsible for delivering outstanding customer service by proactively identifying opportunities, risks, and issues. The manager will develop and implement strategies aimed at increasing customer retention and achieving revenue growth goals. Establishing trusted relationships with customers is crucial, as this will drive continued value from Acucraft's products and services. The manager will oversee project management, ensuring that all internal and external communications are coordinated effectively, leading to flawless execution and an exceptional customer experience. Additionally, the Customer Experience Manager will enhance the reputation of the department and organization by taking ownership of new requests and exploring opportunities to add value to internal processes. Responsibilities include managing submittal approvals, change orders, invoicing, final payments, and coordinating deliveries. The role requires a proactive approach to managing customer relationships and ensuring that all projects remain on track and within budget.

Responsibilities

• Deliver outstanding customer service by anticipating opportunities, risks, and issues, and by proactively supporting our customers.
• Develop and execute strategies to increase customer retention and achieve revenue growth goals.
• Establish a trusted relationship with our customers to drive continued value of our products and services.
• Manage projects, through coordination of internal and external customers ensuring flawless execution and exceptional customer experience.
• Enhance the department and organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to internal processes.
• Establish and maintain relationships with appropriate customers, providing day-to-day contact on project status and changes.
• Coordinate calls, meetings, and communication between customers and the account team.
• Manage submittal approvals and change orders ensuring every project is on-track and on-budget.
• Responsible for invoicing, final payments, and order completion processing including coordination of deliveries.
• Other duties as assigned.

Requirements

• Must have excellent communication and interpersonal skills (oral, written and presentation).
• Strong organizational skills to ensure all project milestones & deliverables are met.
• Problem-solving skills to find solutions to issues affecting the project's timeline, budget, or quality.
• Time management skills to plan and execute tasks within a set time frame.
• 3-5 years' experience in project management and/or customer support.
• Technical knowledge and basic understanding of mechanical HVAC systems preferred.
• Strong computer aptitude and ability to multi-task.
• Efficiency with Microsoft Office including Excel, Word, and PowerPoint.
• Familiarity with GSuite, HubSpot, and QuickBooks preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off