Customer Experience Manager

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success.  Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.  Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia.  Emerson is the global leader of process systems and solutions.  R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. 

Apperture Solutions is a technology independent, professional consulting, and implementation services firm.  Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services.  Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid company holidays
• Paid Parental Leave
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

We are hiring a leader to build a team that will elevate our Customers’ experience and add value as a service leader. The successful candidate will manage individuals performing Customer Service and Order Management functions including order processing, procurement, expediting, and issue resolution including returns. We are searching for an individual with a solid customer-oriented business management acumen and a deep understanding of purchase order/invoice business systems.  

Specific Responsibilities

• Work with a sense of urgency to ensure that all customers’ needs are satisfied at all times. 

• Provide the vision and guidance for outstanding Customer Service to our Customers while embodying the R.E. Mason brand and Core Values. 

• Provide formal leadership for the Customer Service team; including team development, mentorship, performance conversations and individual career development. 

• Work closely with the Inside Sales team and the Accounting team leaders to provide Customer support. 

• Ensure the quality and accuracy of the work performed by the Customer Service team. 

• Develop the coverage model and resource strategy to optimize Customer Service team alignment with internal teams and Customers.  

• Create and improve order management processes including; order workflow and communication processes with business unit management, accounting, sales, and other internal teams. 

• Establish, track, and analyze individual & team metrics to reduce expenses, improve effectiveness, and meet order processing and Customer responsiveness time targets. 

• Manage and set-up of Customer EDI processes. 

• Monitor, evaluate, and reconcile all Customer order and purchase order issues from receipt through delivery 

• Set strategy/plans that support the organizational direction & drive initiatives through the Customer Service team. 

• Manage staffing, selection, training, and retention functions of Customer Service personnel. 

• Other duties as required 

Required Competencies

• Strong business acumen, basic accounting skills and the ability to reason through constantly evolving business scenarios 

• Strong Customer Experience focus 

• Familiarity with sourcing and vendor management 

• Understand order processing systems and supply chain management 

• Able to manage difficult situations and respond promptly to internal customer needs.   

• Quickly embraces, learns and applies new technology and/or procedures 

• Excellent interpersonal, verbal communication skills 

• Provides candid feedback to others as needed and navigates crucial conversations. 

• Motivates others and drives a strategic vision within the organization 

• Proven ability to build and support teamwork. 

• Detail-orientation and good analytical skills 

• Understanding of technical product purchases orders & service contracts 

• Extensive e-commerce background  

• Ability to translate your skills to other employees through training and mentoring  

• Excellent verbal and written communication skills 

• Ability to work in a team environment; a team player 

• Self-directed, self-motivated and detail oriented 

• Organized and reliable 

• Demonstrates integrity 

• Time management and multitasking 

• Ability to manage time well and handle multiple priorities while maintaining a positive attitude and composure

• This is a hybrid role requiring four days per week in the office and one day working from home.

Required Education and Experience

• Fluent in English  

• Excellent verbal and written communication skills  

• 10+ years Customer Service experience 

• 5+ years supervisory experience  

• Bachelor's Degree in Business Administration or a related field preferred  

• High computer application literacy (including Microsoft Office Suite, and ability to learn internal business systems). 

Preferred Experience/Competencies

• IFS and Salesforce experience  

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 25 pounds
• Using a Computer
• Using a Telephone
• Driving

RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason’s Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at (704) 375-4465.