Customer experience manager - united states, houston
customer experience manager
summary
the customer experience manager is a key strategic and operational leader within the global poylethylene group responsible for leading sales support, csr operations, and continuous improvement teams. this position drives the team to provide high-quality interactions for customers across multiple channels, creating efficiencies that impact the bottom line with a focus on digitization and automation initiatives.
duties and responsibilities
may include, but are not limited to, the following:
• manage order-to-cash processes for the 2.5 billion lbs/year global polyethylene business
• responsible for developing and leading all culture, process, and performance improvements and efficiencies across sales support, csr operations, and continuous improvement teams that deliver customer and sales interactions across multiple channels.
• lead csr operations team responsible for fulfilling customer purchase orders, efficient resolution of related issues, and providing best-in-class customer service.
• lead sales support team responsible for performing support activities for customer accounts in coordination with sales personnel including complaint resolution, pricing, rebate accruals, rebate administration and timely invoicing of customers.
• lead continuous improvement team responsible for identifying and executing opportunities for improvement within the polyethylene oversee the successful development, implementation, and maintenance of customer portal in order to provide best-in-class customer manage the domestic and international movement of goods and work cross-functionally to contract with 3rd party supply chain partners.
• responsible for personnel training and development, and to identify and develop talent to bridge employee short and long-term career goals with organizational needs.
• promote an environment that builds skills and confidence so team members are empowered to independently handle a variety of situations and bring them to recognize and reinforce strong performance with clear, concise, and attainable goals.
• drive quality and consistency in interactions and processes and reduce cost to serve.
• identify new tools and technologies to better serve the customer, with a focus on digitization and understand and follow company document retention policy, and provide timely and accurate responses to all internal and external audit requests.
• maintain and improve customer satisfaction, as determined by third party surveys
• work closely with cross-functional teams for a seamless customer experience, ensuring our processes meet customer needs and expectations, and act as voice of customer across the comply with all company policies and fully supports company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
• any additional responsibilities or tasks as assigned.
education, experience and bachelor’s degree in business (or other related field) 10+ years progressive experience across customer service, sales, supply chain planning, and/or transportation & logistics. 3+ years prior leadership experience proficient at data gathering, analysis/evaluation, and efficient use of excellent written & verbal communications and presentation skills are required.
proficient in sap, excel, powerpoint, word, and familiar with salesforce, erp, and crm systems.
equal opportunity employer/veterans/disabled
the company will consider qualified applicants with arrest and conviction records
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