Customer Experience Manager at John R White Company Incorporated

Homewood, Alabama, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Team Management, Coaching, Training, Process Improvement, Customer Relationship Management, Sales Support, ERP Systems, Data Entry, Food Industry Knowledge, Customer Outreach Campaigns, Communication Skills, Problem Solving, Metrics Development, Customer Service Excellence, Engagement Strategies

Industry

Food and Beverage Services

Description

Description JRW is looking for a Customer Experience Manager to lead the company’s efforts to further develop and sustain customer experience that leads our industry. They will lead the customer support and sales support teams to deliver our promise to customers: “We sell and distribute food ingredients, on time, as ordered, hassle free.” This position is responsible for onboarding, training, managing, coaching and mentoring teams to personal and company success. They will ensure that each touchpoint across the customer order journey is engaging, efficient, and effective. Requirements Develop and sustain end-to-end customer experience that leads our industry and that exceeds our customers’ expectations. Ensure that customer orders are delivered on time, as ordered and hassle-free by developing robust, repeatable processes, procedures and systems to ensure these results. Develop full proficiency as the subject matter expert of JRW systems, to include ability to train/coach team members on relevant functionality, as well as seeking and implementing efficiencies and troubleshooting issues for resolution. Establish metrics that drive a high-performance environment and the company’s ability to achieve our purpose statement. Monitor team adherence to department metrics and coach and train team to standard of excellence Train and lead team members to success, including the development of a comprehensive training/onboarding plan and documented procedures to ensure accuracy and consistency among the team. Supervise the daily operations of the customer support department. Participate with all departments on a team approach to customer service. Manage team continuous improvement opportunities to include driving system and process improvements. Partner with Sales to manage customer relationships while seeking to provide exceptional customer experience. Facilitate customer communications on important initiatives and changes. Drive excellence in customer service by monitoring all survey results, ensuring urgency in team response times to all inquiries, identifying opportunities to upsell, and providing best in class resolution times. Develop and implement strategies useful for improving customer relationship, dedication, and satisfaction. Establish communication channels and mediums through which clients communicate with JRW. Develop and manage sales support role and how it interacts and supports the sales team and advances projects in FUSE Qualifications Bachelor’s degree preferred, or any combination of directly relevant training and experience. 3+ years experience managing a Customer Service and/or Sales team 3+ years experience working with Enterprise Resource Planning (ERP) systems, software-as-a-service solutions, and e-commerce Proficient in MS Office (i.e., Word, Excel, Outlook) and data entry systems Food and Beverage Ingredients industry experience a plus Have a proven track record of developing and executing customer outreach campaigns (e.g., reorder reminders, product education, seasonal promotions).

Responsibilities

The Customer Experience Manager will lead the customer support and sales support teams to ensure timely and hassle-free delivery of customer orders. They will also develop training programs and monitor team performance to enhance customer engagement throughout the order journey.