The Customer Experience Manager is responsible for the leadership and operational performance of both the Customer Service and Technical Support departments. This position ensures a high-quality experience across all customer touchpoints, through effective team management, process optimization, claims and complaint resolution, and cross-departmental collaboration. The role is instrumental in driving continuous improvement initiatives, maintaining technical excellence, and aligning service delivery with business goals.
Essential Functions:
Team Leadership & Management
- Oversee, develop, and mentor both Customer Service Representatives and Technical Support Specialists.
- Conduct performance evaluations, coach team members, and foster a culture of accountability, professionalism, and continuous improvement.
- Develop staffing strategies, including hiring, onboarding, scheduling, and cross-training.
Customer Experience & Service Operations
- Manage day-to-day operations to meet or exceed departmental KPIs (e.g., response time and customer satisfaction).
- Monitor and improve order processing and on-time shipment metrics.
- Resolve escalated customer issues and ensure a consistent, courteous communication experience.
Technical Support Oversight
- Manage technical product inquiries, ensuring accurate and timely responses related to product specifications, compatibility, and usage.
- Lead efficient claims and complaint resolution, ensuring root-cause analysis and corrective action.
- Drive coordination between Quality, R&D, and Production teams for product evaluations and technical feedback.
Process Improvement & Analytics
- Analyze service performance data and customer feedback to identify process inefficiencies.
- Lead continuous improvement initiatives to improve customer experience.
- Maintain accurate records and develop reporting to highlight trends, successes, and areas for improvement.
Cross-functional Collaboration
- Serve as liaison between Customer Service, Sales, Planning, Production, and Quality departments.
- Participate in production planning meetings to ensure customer needs are aligned with operational capabilities.
- Collaborate with IT to optimize CRM, ERP, and telephony systems for both customer service and support workflows.
Additional Responsibilities:
- Champion ORAFOL’s Quality and Safety Programs; ensure team adherence to protocols.
- Maintains an optimal level of product quality and adheres to ORAFOL’s Quality Program.
- Represent the company at customer meetings, industry events, or trainings as required.
- Support special projects and company initiatives as assigned.
- Perform other duties as assigned or as the situation dictates.
