Customer Experience Manager

ATW Overview

American Trailer World (“ATW”) is North America’s leading manufacturer and retailer of professional and consumer grade trailers and truck equipment. The company formed in 2016 when the nation’s two leading trailer companies, American Trailer Works and Big Tex Trailers merged in a deal led by Bain Capital. ATW has approximately 5,000 employees and is headquartered in Dallas, Texas.

ATW’s nationally recognized brands include Big Tex Trailers, PJ Trailers, BWise Trailers, CM Truck Beds, Dakota Bodies, Carry-On Trailers, RC Trailers, and Big Tex Trailer World. Its products are sold to dealers, retailers, and big box retailers, all of which serve a variety of end markets including agriculture, construction, landscaping, recreational and general industrial markets.

Job Overview

We are looking for an enthusiastic customer experience leader who has a passion for delivering winning results in a fast-paced organization. The Customer Experience Manager is responsible for providing effective customer support for all internal and external customers by using their in-depth knowledge of the company, products and programs. The CX Manager will be responsible for managing the receipt and handling of all inbound customer communication to ensure the highest quality customer experience with quick resolutions and supporting the fulfillment of new/replacement parts orders that are generated through external customer communications. He/she should have experience in customer communications in all forms (in person, phone calls, email, etc.). The CX Manager will need to be comfortable working in a results-oriented company. Also, the team member should be able to clearly articulate how he/she can support the company’s efforts to improve from good to great.

Job Responsibilities

• Develop and execute a customer experience vision and plans that aligns with the company’s strategy
• Processes customer warranty requests, returns, order status inquiries, product knowledge requests and other questions according to established department policies and procedures
• Ensure customer complaints are researched and answer questions; consult internally to ensure complaints are resolved within 24 hours
• Partners with the sales team to meet and exceed dealers and distributors service expectations
• Lead a data driven Customer Experience team through developing a daily, weekly, monthly dashboard to ensure the effectiveness of the CX efforts
• Support and collaborate with other team members on ad hoc projects and requests
• Manage the execution of CX projects on-time and at an exceptional level of quality

Competencies

• Strong analytical skills
• Entrepreneurial mindset
• Experience in developing customer experience performance metrics
• Excellent communication and people skills with an aptitude for building strong customer relationships
• Ability to communicate across multiple functional areas of the business
• Understanding of manufacturing processes and parts
• Detail orientated, customer focus, information seeking, willingness to learn, enjoy fast paced team environment

Key Accountabilities

• Improve the customers’ experience in a manner that generates an upper quartile Net Promoter Score
• Support leadership in meeting/exceeding sales budgets
• Working collaboratively to improve the customer experience
• Meet on-time in-full delivery expectations to customers
• Customer experience and retention
• Representation of the business brands

Education – Experience Required

• Bachelor’s degree in business management or related field
• 10+ years’ experience in a leadership role
• Preferably has experience with industrial products
• Excellent communication and people skills
• An adaptive and problem-solving attitude
• Order processing / data entry skills
• Proficient with Microsoft Office
• Customer service experience