Customer Experience Manager

at  Aurorium LLC

DESCRIPTION

The Customer Experience Manager, US is a key role within the customer service department that actively supports the transformation, and continuous improvement, strategy of customer service. The role relies on strong understanding of the Aurorium systems, processes and structures as we look to drive improvements that enhance the customer experience and make Aurorium an easy company to do business with.

• Continuously analyze current Customer Service workflows & identify inefficiencies or areas for improvement
• Understand the workflow order to cash and be able to support if needed.
• Support documentation and implementation of streamlined processes to enhance efficiency and service levels
• Implement best practices & standard operating procedures, as outlined by CSR Director, across the US customer service team
• Evaluate, recommend & support implementation of customer service technology solutions (Salesforce, etc.) to improve the customer service organizational and customer engagement
• Collaborate w/ IT team to ensure seamless integration and functionality of customer service tools
• Training staff on new tools & ensure proper usage to optimize order-cash process
• Collate and report KPI’s & metrics (as outlined by CS Director) to measure effectiveness of Customer Service processes
• Collaborate with Sales, Operations, supply chain to resolve escalated customer issues and improve cross-functional processes
• Implement quality assurance programs working in conjunction with Quality Mgrs. and customer complaint system (Intolex) to ensure timely response and effective corrective actions are implemented to ensure customer satisfaction
• Prepare detailed analysis of “At-Risk” orders monthly and analyze trends
• Analyze order patterns and forecasting trends to identify risks and proactively address with CSR director & team
• Coordinating integration of CSR customer service processes from acquisitions
• Train and evaluate skill levels of US Team for continuous improvement
• LSS project participation, continuous improvement projects to streamline order to cash process, quality management
• Performs other duties as may be required or assigne