Customer Experience Manager
This is an onsite role in Auburn Hills, MI. Applicants must be authorized to work in the United States without employer sponsorship now or at any time in the future.
About the Role
Guardian Industries is seeking a Customer Experience Manager to lead our Customer Account team, drive high levels of customer satisfaction, and align customer strategies with overall business objectives. This role involves mentoring the team, resolving complex customer issues, and implementing innovative solutions to streamline operations.
Responsibilities
- Provide direction, mentorship, and support to the Customer Account team while fostering a positive and productive work environment
- Oversee the management of customer accounts, ensuring high levels of customer satisfaction
- Act as an escalation point for complex or unresolved customer issues
- Track and analyze team performance metrics to ensure targets are met or exceeded
- Prepare regular reports on team activities, customer feedback, and performance results
- Implement best practices and innovative solutions to streamline operations
- Provide ongoing coaching and feedback to support employee growth and performance
- Work closely with other departments to align customer account strategies with overall business objectives
- Engage and lead commercial transformation efforts and process implementation
- Drive alignment between the customer account team and the Commercial Vision
Requirements
- Experience in a customer account management role or supervisory experience
- Experience adhering to service and delivery deadlines
- Experience managing competing priorities in a fast-paced environment
- Experience working with CRM and ERP systems
- Willingness and ability to travel up to 10%, including both domestic and international travel
Qualifications
- Bachelor’s Degree or equivalent experience in Customer Service, Account Management, or Supply Chain (preferred)
- Advanced analytical skills to prepare and analyze databases and spreadsheets for business decisions and recommendations to senior leadership
Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength.
- Medical, dental, and vision insurance
- Flexible spending and health savings accounts
- Life insurance, ADD, and disability coverage
- Retirement plans
- Paid vacation and time off
- Educational assistance
- Infertility assistance (eligibility criteria apply)
- Paid parental leave and adoption assistance (eligibility criteria apply)
Benefits may vary by geographic region. Specific eligibility criteria are outlined in the applicable Summary Plan Description, policy, or guideline.