Customer Experience Manager

Koch•Auburn Hills, MI

11d•Onsite

About The Position

Guardian Industries is looking for a Customer Experience Manager to join our team in Auburn Hills, MI! The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to drive team performance to achieve company goals. This is an onsite role. Applicants must be authorized to work in the United States without employer sponsorship now or at any time in the future. This position is not eligible for work visa sponsorship.

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

Nice To Haves

Bachelor’s Degree or equivalent experience in Customer Service, Account Management, or Supply Chain
Advanced analytical skills to prepare/analyze databases and spreadsheets to make business decisions and recommendations to senior leadership

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