Jobs at Extron

SR. MANAGER OF CUSTOMER MANAGEMENT

We are a local supply chain company seeking an experienced, people savvy, Sr. Manager of Customer Management.  Incumbent will report directly to the CEO and must be a hands-on manager who will lead strategies and initiatives to support management and retain customers.  This position leads a team of 8 customer management staff who are responsible for managing customer orders and for procurement. Develop and execute strategy for building a world-class customer service organization; as well as serve as internal champion for the customer including:

• Identify, develop and implement standard process and procedure methodologies, process flows and operational documentation
• Develop systems, processes, and tools to improve results and decrease costs including defining appropriate metrics that measure the quality of the customer service being delivered by the company as well as the cost of delivery.
• Hire, train, motivate and manage customer service team
• Develop and lead throughout the company the vision for customer service and customer experience
• Interact with customers on a personal level resolving customer concerns and own the customer experience map and implement continuous improvement
• Develop a deep understanding of the customer base and reasons for successes and concerns.
• Serve as an escalation point to customers and ensure customer satisfaction through prompt resolution of customer issues
• Work with production departments, warehouse and IT to improve and evolve the company's processes for escalation, RMAs, etc.
• Integrate new service accounts
• Serve as a Sr. rep of the company with existing customers/conduct customer visits

Education and Experience Requirements

• Bachelors Degree in Business or related field, MBA would be a plus.
• 7 - 10 years experience, inclusive of customer service and cross functional project management, preferably in the manufacturing, supply chain and logistics environment. Strong leadership experience in customer service/operations
• 5+ years experience in building relationship with a large customer base
• 7+ years experience in managing others
• Experience launching customer service initiatives from concept development through operations phases – initiatives that recognize and retain customers
• Hands-on experience with ERPs for order apps.

Skills and Attributes

• Emphasis is on hands-on manager with a "Roll up your sleeves" approach.
• Enjoy a fast-paced, dynamic environment
• Strong analytical and program management skills required along with the ability to deliver effective presentations to various audiences
• Demonstrated ability to drive customer satisfaction results  
• Exceptional leadership, communication, and team building skills needed to succeed Proven ability to develop high-performance, highly-satisfied teams  
• Excellent written and spoken English skills
• Proficiency using ERPs, MS Office and related analytics tools 
• Metric-driven
• High level of integrity.
• Self-motivated with the aptitude to successfully manage multiple priorities and projects