Customer Experience Manager

A sales, marketing, and distribution organization with light assembly operations, the subsidiary primarily serves the consumer and professional market segments. Our Client has experienced stable growth and consistent profitability. In the U.S., many of the company's products are manufactured and sold as private label brands throughout all major retail and buying group channels. To strengthen our sales team at the US headquarters, we are looking for a technically experienced individual to lead the Customer Experience Team.

In this dynamic internal sales & support function, you will be in direct contact with our customers daily. You will work closely with the VP of Finance, VP of Sales, Sales Managers, and Key Account Manager; being the interface between the various internal & external stakeholders.

This role will report to the Director of Finance with a dotted line to the VP of Sales.

Responsibilities:

• You will be responsible for building, mentoring, and leading the Customer Experience department.
• Answer incoming phone calls.
• Enter incoming orders into ERP system.
• Process tasks with Big Box retailers & Buying Groups via their portal systems.
• Enter purchase orders as needed to our global headquarters.
• Weekly maintenance files for key accounts, including program deductions.
• Enter required data into customers’ databases.
• Assign GTIN’s (UPC) when required.
• Update system with pricing changes.
• Cross-reference part numbers.
• Challenge customer charge backs and deductions with positive win/win outcomes.
• You advise and support customers, key accounts, and business partners on technical, commercial, and application-specific questions by means of interfacing with Product Management and Sales.
• You provide up-to-date information regarding delivery schedules based on input from the Logistics Department.
• You create quotations, record orders, and coordinate delivery dates with our customers based on their specifications.
• Maintain and expand a database of prospective customers.
• Help Product Management & Sales create future product road maps for successful sales in the US market based on customer feedback.
• Ability to multi-task, prioritize and manage time effectively.
• Complete returned merchandise authorizations (RMAs) and subsequent credit memos.
• Stay informed about competing products and services.
• Assist sales team to maintain positive working relationships and closing of orders.
• Provide feedback to manager regarding service failures and customer concerns, as well as, creative solutions.
• Play a significant role in the management of sales programs per account (royalties, commissions, allowances, rebates, deductions, and so forth) together with the Finance Dept.

Requirements:

• Technical knowledge based on compressors, pumps or equivalent is a plus.
• SAP or equivalent ERP knowledge is preferred.
• You have a keen understanding of the importance of accurate input into an ERP system and the influence it has on the accounting department.
• You are team-oriented, resilient, and possess a sales flair with high customer orientation.
• Ability to challenge unwarranted charge backs and deductions by customers.
• Ability to build, train, and motivate direct reports.
• Ability to handle and communicate customer complaints in coordination with quality management and various internal stakeholders.
• Ability to operate office equipment such as computers, printers/scanners, filing cabinets, and other office equipment as applicable.
• Ability to communicate effectively and work cooperatively with others including multinational co-workers and customers.

Ability to read and understand schematics, engineering drawings, bills of materials, and test reports.

Superior listening ability, business acumen, prospecting habits, and resiliency in a communication driven environment.

Proficient with Microsoft Office 365 (Word, Excel, PowerPoint).

Minimum 5 years of B2B industrial sales experience.

Associate or Bachelor’s degree required in a technical or related field.

What you can expect

• Competitive Pay
• Insurance (Medical, Vision, Dental)
• Short & Long-Term Disability
• 401K Plan
• Career development plans
• On the job training
• Paid Holidays
• Paid Time Off
• Sick Days