Customer Experience Manager

Job Summary

This position is responsible for overall leadership and supervision of customer experience representatives and customer interactions. Customer Experience Managers will ensure customers are serviced promptly and properly by training and managing staff effectively. This position operates as the key liaison between sales, operations, finance, and customers while maintaining a global view of the masonry, hardscape, and retail businesses. They are also responsible for cultivating a world class customer service culture as a platform for business growth.

Job Location

This position is on-site, based out of Frederickson, WA.

Job Responsibilities

• Research problems reported by Customer Experience Reps (CXRs), sales representatives, or by customers
• Manage & participate in phone queue and customer service email boxes
• Assist CXRs in taking orders via phone and processing orders, as needed
• Check sales orders for accuracy and monitoring sales order processing
• Hire, train and provide ongoing support and coaching for CXRs
• Work diligently with customer experience staff to ensure prompt resolution of issues, complaints or incidents
• Absorb and communicate information across business functions
• Empower team to make good business decisions while servicing customer
• Develop meaningful relationships with customers to anticipate needs, capture feedback, and strengthen loyalty
• Develop solution-based approach to customer experience that embraces “yes”
• Train and measure CXR performance and output
• Review performance and attendance of CXRs
• Manage relationships between operations and sales departments
• Conduct SOX reports, STNI, Open order reports, Cash reconciliation and Voided Ship/Tix as needed daily/monthly
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

Job Requirements

• Bachelor’s Degree or equivalent in related experience
• Ability to travel up to 20%
• 4+ years’ experience in Customer Experience/Service, Client Relations, Sales and Service, logistics, or related field
• Proven leadership success
• Good organizational and problem-solving skills
• Solid track record of delegation, resolutions and decision-making
• Detail oriented and ability to multitask a must for this dynamic and fast-paced organization
• Excellent communication skills, verbal and written
• Skilled in Microsoft Office suite
• Knowledge of the building products industry and/or manufacturing operation is a plus

Compensation

• Base salary range of $80,000-$100,000 per year
• Paid time off - 120 hours per calendar year (prorated in first year)
• 401k plan
• Short- term and long-term disability benefits
• Nine Paid holidays per year
• Opportunity for annual bonus

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.