Customer Experience Manager
Branchburg, New Jersey
Experience: 0
Category: Customer Service
Brand: Joulé
Job ID: 311743
Date Posted: 04/17/2024
Shortcut: http://jobs.systemone.com/6j3ciT
Title: Customer Experience Manager
Location: Branchburg, NJ
Schedule: Monday – Friday / 8am-430pm
Type: Direct Hire
Responsibilities:
- Plan, coordinate and control the activities of the customer experience team to maintain and enhance customer relationships and meet organizational and operations objectives.
- Manage and develop the customer experience team in The USA for all activities that are not associated with a sales manager.
- Supports Sales and Product Teams for data and reporting.
- Set standards of CXT across the team and lead a costumer centric approach
- Lead the team as one integrated team
- Develop the team: from administrative to proactive, customer focus
- Oversee the achievement and maintenance of agreed customer service levels and standard KPI’s
- Be in close contact with the sales leadership
- Collaborate with head quarter to prioritize and ensure Health business continuity globally as well as USA Food
- Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, JDA): samples handling, questionnaires, complaints, CN, order to invoice handling
- Support Food division manager with sales, RFC and WP analysis and gap follow up
- Follow up service quality level
- Follow up on new projects/customers added into the team, keep the work balance across the team
- Follow up on some key strategic customers
- Executing customer communication activities (QA related notifications or marketing)
- Guiding the team in the event of a crisis to ensure support to our customers.
- Maintain high level of Customer centricity
- Service level provided for attributed customers
- Open order fulfilment, focus on Health and USA activities
- ERP/other systems process review and improvement
Requirements:
- Business / commercial education is a plus.
- Ideally up to 5 years of relevant experience, ideally in manufacturing
- Minimum of 3 years of team leading experience.
- Fluent in English and excellent written and verbal communication skills.
- Analytical mindset
- Service orientation
- Desire to work in an international, multicultural environment
- Experience with Microsoft, CRM/ERP software
- Sound conversation techniques
- Discipline to initiate first contact and to make the first step
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, and MOUNTAIN, LTD., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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