Job Description

Position

Customer Experience Manager

Location

Birmingham, AL

Directly reports to

Director, Customer Experience

Position Summary

This role will be key in executing the customer experience strategy for the McWane Plant & Industrial business. The position will require close interaction with key stakeholders across the business and other McWane divisions to ensure we are delivering a world-class customer experience.

The Customer Experience Manager will develop a deep understanding of our customers and what drives their engagement, specifically regarding service. They will execute against a customer experience strategy that aligns with the overall business strategy. They will develop, communicate and track KPIs associated with customer experience while creating sound, established processes and procedures to drive improvement. This individual will work to establish outstanding communication between internal groups, company, channel partners and clients while mentoring, training, and developing the McWane Plant & Industrial Inside Sales Team to provide an outstanding customer experience.

Position Scope

• Assist in development and implementation of the customer excellence strategy and tactics in support of the McWane Plant & Industrial growth strategy
• Track key metrics, build the team, systems, and processes to deliver a world-class customer experience
• Develop and drive continuous improvement of key "Inside Sales" metrics
• Champion opportunities to consistently improve the McWane Plant & Industrial experience
• Lead the Inside Sales and Project Management teams while planning and implementing strategies to increase customer service satisfaction
• Work cross-functionally along with other McWane Divisions to improve service level agreements, communication, and collaboration
• Take ownership of customer issues and follow problems through to resolution
• Track error rates, drive for root cause and implement/change processes to address
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor, and develop Inside Sales team members and nurture an environment where they can excel through encouragement and empowerment

Qualifications

Basic Qualifications

• Bachelor’s Degree from an accredited institution, or equivalent experience
• Minimum 5 years of inside sales/customer service experience in the commercial/industrial manufacturing industry
• Minimum 3 years’ experience leading a customer service team
• Effective communication and people skills
• Proficiency in MS Office applications including Microsoft Word, Excel, Outlook, and PowerPoint

Preferred Qualifications

• Knowledge of ERP systems (Microsoft Dynamics 365 a plus)
• 2 years of experience in the commercial/industrial manufacturing industry
• Six Sigma / Greenbelt

Position Criteria

• Thorough knowledge of our channels to market and familiarity selling through manufacturer’s representatives, distribution, and factory direct sales forces
• Able to work in a fast-paced environment, under pressure and within project deadlines
• Ability to identify new areas of opportunity beyond current organizational thinking
• Ability to work cross-functionally and with other McWane divisions

Additional Information

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.

McWane is a Federal VEVRAA contractor and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA - gender identity or expression, and genetic information) or any other category protected by federal, state or local law.

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. McWane Plant & Industrial. is an EEO/AA employer M/F/D/V. It is the Company's policy to provide equal opportunity for all qualified persons and to prohibit discrimination on the basis of race, color, sex, national origin, religion, age, disability, marital status, sexual orientation, gender identity, citizenship status, or any other legally protected status. We maintain a drug-free workplace and reserve the right to perform substance abuse testing as needed.

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.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.