THE CUSTOMER EXPERIENCE MANAGER WILL LEAD A TEAM OF 10 DIRECT REPORTS IN CUSTOMER SERVICE DEPARTMENT TO DELIVER A HIGH LEVEL OF CUSTOMER SERVICE AND SATISFACTION WHILE MINIMIZING THE TOTAL COST TO SERVICE THROUGH CONTINUOUS IMPROVEMENT OF OPERATIONAL EFFECTIVENESS, EMPLOYEE PRODUCTIVITY AND PROFITABILITY.

Related B2B & B2C industry experience dealing with Order To Cash (OTC) with both patients and companies consuming products in North America (both US & Canada).Candidates with industry experience out of pharmaceutical, medical, Fast Moving Consumer Goods (FMCG) in food & beverage manufacturing, Nutraceutical manufacturing, healthcare are desired.  A leader with strong motivational skills is highly desired and it’s a plus if you have bilingual English/French skills.

ESSENTIAL FUNCTIONS:

• Lead and continuously develop a high performing customer services team
• Continue developing and roll out of customer experience and satisfaction improvement strategies across North America locations
• Create joint solutions/new ways of working with customers/distributors to improve access, sell out service as well as optimizing costs
• Establish continuous improvement goals to maintain focus on customer satisfaction, increased efficiency and streamlined operations
• Interface with executives to prepare and deliver performance reports, as well as develop and execute strategic initiatives
• Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
• Manage the Order To Cash (OTC) process, customer complaints and lead a complaints reduction program in collaboration with colleagues as needed
• Monitor and ensure compliance with all HIPPA and other pertinent regulations for a team dealing with sensitive patient and financial information
• Participate in industry organizations to follow latest trends in CRM, IT solutions,

Knowledge, skills and abilities:

• Knowledge on the value of each customer.

• Ability to listen to customers and fix problems.

• Ability to empower and listen to the customer service representatives.

• Ability to engage the entire company behind Customer Services.

• Problem solving skills.

• Excellent verbal and written communication skills.

• Strong ability to lead a team.

• Demonstrated ability to capture, understand, manage and resolve questions and issues.

• Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to colleagues and functions throughout the company.

• Bilingual skills (English/French) is a plus.

• Proficient with MS Office including Excel, Word and PowerPoint.

• Ability to work independently and as a member of a team. Supervisory responsibilities: The Customer Experience Manager has 10 direct reports: Customer Service Representative.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree
• Minimum 5 years Management experience in Customer Services, preferably in the healthcare industry, pharma, nutraceutical, FMCG (fast moving consumer goods), desired
• Experience managing Order To Cash (OTC) process
• Bilingual English/French a plus
• Strong people leader with team motivational skills

SUCCESS FACTORS:

• Customer service is improved based on customers’ feedback.

• Customer support and customer handling.

• Supplier collaboration.

• Supply chain strategy.

• Process and project excellence.

• Performance and total cost management.

• Value creation.