Customer Experience Manager

Landis+Gyr•Milton, GA

68d•$98,122 - $142,088•Hybrid

About The Position

Supports SOX compliance efforts and sales order review processes to ensure operational accuracy, revenue-impacting controls, and audit readiness. Responsible for business and process improvement ensuring new controls are implemented efficiently. Develops, tracks and reports on relevant KPI’s. Assists on customer service related issues including CAPAs, RMA’s, financial audits, and customer facing communications. Partners with multiple departments including Sales, Finance, Procurement and Delivery.

Requirements

Bachelor’s degree in Business Management, Organizational Development or other business-related field.
4-6 years of customer service, technical support or electronic technology experience.
An equivalent combination of education and experience will be acceptable.
Ability to build “tools” in Excel, Word, Access (templates, forms, databases, etc.)
Knowledge of utility industry and energy management systems.
Leadership (team development, ability to influence, organizational/matrix awareness)
Interpersonal skills (relationship building, teamwork, conflict resolution, customer focus)
Communication (verbal communication, listening, written communication)
Judgment and thinking (strategic thinking, original thinking, judgment and decision making, problem solving)
Performance skills (accuracy with detail, planning and efficiency)
Personal characteristics (motivation/commitment, flexibility, assertiveness, developing orientation, quality orientation)

Responsibilities

Execute and maintain SOX-compliant controls related to sales orders, warranty processing, and revenue-impacting activities.
Lead compliance screening activities as to business partners, Sales Orders and Purchase Orders, to follow up on blocked documents and define course of action for each of them. Releasing documents in SAP and flagging operations that are not compliant. Using GTS system in place.
Manage performance indicators (KPIs) and responsible for communication of KPI performance reporting to senior leadership
Set performance goals and objectives that align with the departmental plan.
Review and monitor support cases for trends around negative product quality and product feedback. Act on and own driving the appropriate information and communication to Product Management and Engineering in order to have the challenges addressed.
Evaluate and provide feedback on business process under a continuous improvement strategy to improve productivity and efficiency across department.
Work with other supervisors and management to support the team to maximize customer satisfaction.
Provide feedback to organization regarding quality issues (volume, resourcing, time-to-resolve)
Support hardware CAPA efforts by attending meetings, providing information, and connecting the organization to the resolution and appropriate customer communications.
Ensure our contractual hardware support language matches our internal processes and overall strategy
Participates in the coordination and release of NPI (New Product Introduction) in regards to device support readiness.
Ensure our contractual hardware/device support language is consistent with internal processes, procedures and overall support/warranty strategy