The Customer Experience Manager is a key member of the Americas Leadership Team, responsible for shaping and executing business strategies that enhance customer experience and business integration. This role involves directly overseeing the U.S. customer service organization, driving improvements in customer management quality and activities. Additionally, the manager indirectly influences supply chain processes and material management to enhance customer satisfaction. They are also responsible for ensuring compliance with export control laws for all Solar Gard products in the U.S. and South America. The manager leads a team of functional leaders, including the Customer Experience, Branch Manager in Phoenix, AZ, and regional support staff in Largo, FL to ensure that customer service and warehouse teams adhere to best practices and achieve departmental and company objectives. This role is crucial for supporting growth by enhancing customer experience, optimizing supply chain operations, and integrating business activities.
Essential Functions of the Role:
Customer Experience: Lead the U.S. customer service team, with indirect oversight of LATAM, to improve customer management and service quality. Implement initiatives to maintain high service standards and ensure timely, consistent product delivery. Build strong partnerships with internal/external stakeholders to achieve key objectives. Maintain professional relationships with customers, providing technical support when needed, and develop standardized policies and procedures across U.S. Service Centers, focusing on A/R, freight collections, warranty policies, and inventory control.
Customer Services & Supply Chain: Foster continuous improvement within supply chain to enhance customer experience. Ensure that shipping and freight collection procedures at U.S. Service Centers comply with company policies. Lead team of functional leaders, including Branch Manager in Phoenix, AZ, to ensure best practices and alignment with department and company goals. Oversee A/R collections for USA and LATAM, process credit card transactions with proper backups, and meet annual budget targets while staying flexible to solve problems and meet customer needs.
Customer Relationship Management: Provide feedback to customers and U.S. Service Centers, managing business and process integration according to priorities. Generate monthly reports on departmental operations, highlighting areas for improvement and success. Ensure compliance with ISO procedures and company policies, guiding Customer Service Staff accordingly. Investigate and resolve order issues, maintain up-to-date dealer database for future promotions, and develop new strategies and training to deliver excellent customer service. Manage challenging situations professionally and promote a positive team atmosphere.
Team and Organizational Development: Coach, mentor, and develop direct and extended team, creating and monitoring individual development plans to address skill gaps. Facilitate cross-functional team initiatives, fostering a customer-focused mindset and clear communication among all team members. Maintain accurate employee records, including attendance, and provide HR with necessary documentation. Conduct all business activities safely and respectfully, in line with Saint-Gobain Principles of Conduct & Action.