Customer Experience Manager

PIP, Peoria, IL•Peoria, IL

2d•$58,000 - $70,000•Onsite

About The Position

PIP Marketing, Signs & Print is seeking a Customer Experience Manager to lead their customer experience team, consisting of two customer service representatives and two sales assistants. This role is crucial for managing the day-to-day operations related to customer interactions, including quoting, order processing, production oversight, and problem resolution. The team also provides essential support to five outside sales representatives by handling quotes, order entry, and customer follow-ups, allowing sales reps to focus on selling. Additionally, the team is taking over smaller accounts to ensure consistent customer attention. The Customer Experience Manager will be responsible for optimizing these processes, defining roles, managing workflows between sales, customer experience, and production, setting turnaround times for quotes, and establishing quality standards.

Requirements

Proven experience managing people, such as a small office, branch, department, or a team of three to ten individuals.
Experience in hiring, training, conducting difficult conversations, and driving team performance.
Strong organizational skills and a commitment to follow-through.
Excellent customer service skills, including experience handling dissatisfied customers.
Ability to analyze work processes, identify inefficiencies, and implement improvements.
Comfort and proficiency with software, including experience with Salesforce, production management systems, and Microsoft 365.
Leadership skills and the ability to motivate a team.

Nice To Haves

Experience in the print, sign, direct mail, or manufacturing industries.

Responsibilities

Manage the customer experience team, setting expectations, coaching, holding individuals accountable, and intervening when necessary.
Ensure customer satisfaction by ensuring calls and emails are answered promptly and jobs are completed accurately and on time.
Support sales representatives by ensuring the team quickly processes quotes, orders, and customer inquiries, minimizing sales rep involvement in administrative tasks.
Improve processes by identifying the root causes of recurring mistakes and implementing changes to prevent them.
Monitor key performance indicators such as response time, error rates, reprints, and customer retention.
Facilitate communication between the sales and production departments, as the customer experience team acts as a liaison.
Oversee the quoting, order entry, and customer follow-up processes for all accounts, including smaller accounts transitioned from outside sales reps.
Define and implement workflows for job handoffs between sales, customer experience, and production.
Establish and maintain standards for job completion and customer satisfaction.