Customer Experience Manager

Bonnell Aluminum•South Carthage, TN

12h

About The Position

Reporting to the Director of Customer Experience, the Customer Experience Manager (CXM) will lead and develop a team of experienced Customer Experience Specialists (CXSs). The CXM will foster a culture of continuous improvement in support of achieving world-class customer service. The position is key in elevating the customer experience and bringing the Voice of the Customer (VoC) into the Carthage facility and beyond. The CXM will ensure training, conduct, and performance of direct reports meets or exceeds Bonnell Aluminum corporate standards. This will be a key leadership role and this individual will own all customer front-end business processes, systems, and metrics within the Carthage facility.

Requirements

Bachelor's Degree (preferably in business, supply chain, or logistics).
5+ years of relevant experience including 2+ years leadership experience – metals industry experience is preferred.
Effective verbal and written communication skills.
Strong ERP experience – preferably with J.D. Edwards or Oracle.
Proficient in MS Office (Excel, PowerPoint, Teams, and Word).
Strong passion for leading and motivating teams.

Nice To Haves

Preferred experience with Salesforce.
Lean Manufacturing and/or Lean Six Sigma exposure – Green Belt preferred.

Responsibilities

Provide leadership, direction, and mentorship to an experienced team of Customer Experience Specialists (CXSs) empowered to provide prompt and accurate support to external and internal customers.
Drive continuous improvement and training in front-end processes and skills related to customer service and inside sales.
Actively serve as the Voice of the Customer champion within the plant as well as organizationally as Bonnell seeks to unify the customer experience between all business units.
Communicate and prioritize issues involving product quality, customer priorities, and customer expectations with internal departments.
Model customer service excellence and foster a culture of customer experience and engagement.
Collaborate with internal customers to align and balance customer requests with capacity and capability of the plant.
Manage customer expectations while balancing short- and long-term goals of the business.
Manage, track, and analyze order input data, forecasting trends, expedited order history, and “On Time and Complete” (OTC) metrics to proactively identify emerging opportunities and resolve existing challenges that affect commitments to our customers.
Serve as an extension of the sales team during both the new customer onboarding process as well as existing account management
Maintain and continually improve the quoting process to with a focus on accuracy, profitability, and speed to market.
Participate in the development and implementation of standardized work instructions (SWIs) for the inside sales and customer service processes and tasks.
Alert manufacturing to the special or nonstandard customer orders or requirements to ensure they are documented properly prior to releasing to production.
Develop and maintain productive relationships and rapport with all key internal personnel.
Responsible for supporting, mentoring, and developing direct reports.
Participate in customer visits and/or special projects to elevate the customer experience and ensure the success of the business.
Leverage technology, including Salesforce to document customer requirements.