Job Description

CUSTOMER EXPERIENCE MANAGER

Talents Royale is leading the search for its client's next Customer Experience Manager. This role will be responsible for managing all aspects of the inside sales/customer service department (6 direct reports). Responsibilities include leading the Inside Sales and Customer Service department, training and coaching new and existing team members, monitoring and reporting on sales KPI's, and manage the inside sales/customer service administration process. This position may require some travel, up to 20% at most. The Customer Experience Manager reports to the VP of Sales and Marketing.

ESSENTIAL FUNCTIONS

• Develop, launch, manage and enforce an Inside sales/customer service quality program that will ensure a constant working commitment across the Company Customer Service platform to excellence in all elements of customer service resulting in enhanced customer satisfaction and retention.
• Effectively manage the direct reports on the customer service team (timely/quality performance reviews, routine communications, and track/monitor/communicate results and metrics)
• Enhance company culture to make our customers priority one by coaching, growing, and empowering a customer-centric team and organization.
• Invest in the success of our customers.
• Communicate technical issues across the organization.
• Coordinate training efforts with the team including manual and certifications.
• Manage sales orders and RMA’s.
• Ensure shipment of all orders on time.
• Maintain a legitimate Root Cause Analysis (RCA) program.
• Maintain the Customer Data Base in the business system.
• Updating of pricing on exhibits/price Lists, order forms, customer database.
• Updating of approved customer discounts and file in database
• Back up the customer service reps and confer with customers by telephone, and email or in person to provide information about products and services, take and enter orders, check stock status, validate pricing, update order status, and effectively communicate with the Company Sales Rep on orders and all concerns/issues with a customer’s order.
• Maintain new and current licensee requests, information, and paperwork, and effectively communicate customer needs.
• Conduct as-needed action-oriented meetings with key staff to meet the reasonable needs of all Licensees and ensure successful occurrence of all required follow-up measures.
• Meet/exceed revenue and EBITDA targets for the company.
• Meet budgeted departmental costs.
• Responsible for business development activities related to identifying potential customers, qualifying them, and setting up appointments.
• Act as a liaison between customers and internal departments, with a keen focus on ensuring customer satisfaction.
• Influence and drive a culture of accountability and execution utilizing our “5I’s” core values.

MINIMUM SKILL REQUIREMENTS

• A bachelor's degree in business or technical discipline or equivalent experience in related field.
• Working knowledge of the most current technologies and products used in the industry.
• 5+ years of experience working within an inside sales role.
• Excellent people management skills and an ability to drive sales results.
• Strong systems and CRM skills.
• Relevant industry experience preferred.
• Sound judgment and critical thinking skills.
• Customer-focused attitude, with an elevated level of professionalism.
• Excellent communication skills

WHAT WE OFFER YOU

• Full benefit package with BCBS of IL (medical, dental, vision, and more)
• 401(k) retirement plan matched at 100% up to 3% and 50% up to 5%
• A generous paid time off package
• Hybrid work flexibility
• This role is 10% bonus eligible based on individual performance and meeting company goals
• A fun, challenging, and professional work environment

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

OTHER INFORMATION

This is a full-time, exempt position. Workdays are Monday through Friday during regular business hours. This position may require long hours and some weekend work, as necessary to meet business obligations. While performing the duties of this job, the employee is regularly required to speak or hear. This role also requires the ability to lift files, open filing cabinets, and bend or stand, as necessary.

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. 

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