MPI Customer Experience Manager

McWane Plant & Industrial - Birmingham, AL

Full-time - Mid Level

Birmingham, AL

Primary Metal Manufacturing

About the position

The Customer Experience Manager at McWane Plant & Industrial is responsible for executing the customer experience strategy, ensuring a world-class service delivery. This role involves close collaboration with various stakeholders to understand customer needs and drive engagement, while also mentoring the Inside Sales Team to enhance customer satisfaction. The position is pivotal in developing KPIs, tracking performance, and implementing processes for continuous improvement in customer service.

Responsibilities

• Assist in development and implementation of the customer excellence strategy and tactics in support of the McWane Plant & Industrial growth strategy
• Track key metrics, build the team, systems, and processes to deliver a world-class customer experience
• Develop and drive continuous improvement of key 'Inside Sales' metrics
• Champion opportunities to consistently improve the McWane Plant & Industrial experience
• Lead the Inside Sales and Project Management teams while planning and implementing strategies to increase customer service satisfaction
• Work cross-functionally along with other McWane Divisions to improve service level agreements, communication, and collaboration
• Take ownership of customer issues and follow problems through to resolution
• Track error rates, drive for root cause and implement/change processes to address
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor, and develop Inside Sales team members and nurture an environment where they can excel through encouragement and empowerment

Requirements

• Bachelor's Degree from an accredited institution, or equivalent experience
• Minimum 5 years of inside sales/customer service experience in the commercial/industrial manufacturing industry
• Minimum 3 years' experience leading a customer service team
• Effective communication and people skills
• Proficiency in MS Office applications including Microsoft Word, Excel, Outlook, and PowerPoint

Nice-to-haves

• Knowledge of ERP systems (Microsoft Dynamics 365 a plus)
• 2 years of experience in the commercial/industrial manufacturing industry
• Six Sigma / Greenbelt