Sr Manager, Customer Experience
Job
Summary:
Build, lead, and inspire a high-performing Customer Experience Team that represents the Benjamin Moore brand.
Drive sales objectives by enabling excellent customer service and developing strong relationships with our customers, Field Sales, Credit, and Logistics teams.
Use your knowledge of our brands to ensure that the voice of the customer is heard throughout the organization.
You'll manage every aspect of the team's day-to-day activities including Order Processing, Sales Support, Product Information, eCommerce, and National Accounts.
Responsibilities:
Consistently communicate with Field Sales to share best practices on managing customer relationships.
Work with Sales Operations, Marketing and Customer Experience functions to ensure they're delivering long-term customer satisfaction.
Collaborate with the Director, North American Customer Interaction Center on annual budget, salary planning, growth moves, performance reviews, and compensation.
Identify training opportunities and make recommendations to the Customer Experience Team Leads, Director North American Customer Interaction Center, Transformation & Development and Sales Leadership Teams.
Ensure up-to-date knowledge of products, programs, and procedures is maintained with the Customer Experience team.
Team up with peers and cross-functional stakeholders to develop and implement the customer experience strategy.
Take a data-driven approach to decision-making, continuously looking to improve operations.
Ensure that quality is maintained according to established customer service metrics relating to attitude, accuracy, response time, caller satisfaction, and any other metrics specified by the Customer Experience TeamAnalyze customer feedback to identify opportunities for increased customer satisfaction and business growth.
Maintain standards of quality and customer complaint handling.
Required Skills:
Possess a minimum of 5 years' progressive experience in customer serviceBachelor's degree preferredWorking knowledge of CRM, SAP, call center systems, metrics, training, business management and process improvement skillsAptitude to be a strong team leaderEffective problem-solving skillsFlexibility in adapting to changing situationsEffective written and verbal communication skills Recommended Skills Adaptability Business Management Business Process Improvement Call Centers Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Build, lead, and inspire a high-performing Customer Experience Team that represents the Benjamin Moore brand.
Drive sales objectives by enabling excellent customer service and developing strong relationships with our customers, Field Sales, Credit, and Logistics teams.
Use your knowledge of our brands to ensure that the voice of the customer is heard throughout the organization.
You'll manage every aspect of the team's day-to-day activities including Order Processing, Sales Support, Product Information, eCommerce, and National Accounts.
Responsibilities:
Consistently communicate with Field Sales to share best practices on managing customer relationships.
Work with Sales Operations, Marketing and Customer Experience functions to ensure they're delivering long-term customer satisfaction.
Collaborate with the Director, North American Customer Interaction Center on annual budget, salary planning, growth moves, performance reviews, and compensation.
Identify training opportunities and make recommendations to the Customer Experience Team Leads, Director North American Customer Interaction Center, Transformation & Development and Sales Leadership Teams.
Ensure up-to-date knowledge of products, programs, and procedures is maintained with the Customer Experience team.
Team up with peers and cross-functional stakeholders to develop and implement the customer experience strategy.
Take a data-driven approach to decision-making, continuously looking to improve operations.
Ensure that quality is maintained according to established customer service metrics relating to attitude, accuracy, response time, caller satisfaction, and any other metrics specified by the Customer Experience TeamAnalyze customer feedback to identify opportunities for increased customer satisfaction and business growth.
Maintain standards of quality and customer complaint handling.
Required Skills:
Possess a minimum of 5 years' progressive experience in customer serviceBachelor's degree preferredWorking knowledge of CRM, SAP, call center systems, metrics, training, business management and process improvement skillsAptitude to be a strong team leaderEffective problem-solving skillsFlexibility in adapting to changing situationsEffective written and verbal communication skills Recommended Skills Adaptability Business Management Business Process Improvement Call Centers Communication Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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