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Customer Experience Manager

Ashley Distribution Services, LTD
Charlotte, NC, United States

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Description

Customer Experience Manager – Logistic Services

What will you do?

The Customer Experience Manager will effectively lead and guide employees by utilizing all resources available to satisfy the customer. This individual will display leadership traits to promote a positive and professional environment. The Customer Experience Manager will integrate goals and objectives to enhance and increase business and consistently seek new and innovative methods to improve processes within the department and company. The Customer Experience is responsible for the day-to-day operation of the Customer Experience team. This position will provide direction and support to fully service our customers, establish, and maintain Key Process Measures for the Customer Experience Department, and develop a productive work environment with clear and precise guidelines/standard operating procedures.

Responsibilities

· Manage the day-to-day operations of the Customer Experience team to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks.

· Drive change and encourage growth by providing guidance and support; aid employees with challenging customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers.

· Manage proper staffing levels to ensure work completion coverage and customer availability.

· Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.

· Collaborate with the IT department on current system functionality and system improvements. 

· Work with Customer Experience Supervisors to develop and manage key process measures within each area of responsibility.

· Make employment decisions and recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.

· Coordinate and manage employees' work by directing team members to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.

· Manage employee performance and assist employees in improving performance through coaching, mentoring, and administering performance reviews. Recommend, plan, and implement employee training and skill development activities.

· Audit, maintain and ensure employee time-keeping and absentee records are accurate.

· Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.

· Manage resources to optimize equipment, facilities, employees, methods, and materials.

· Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

What do you need?

  • Ideal candidates will have some post-secondary education or
  • 1-2 years of experience in business management or transportation/logistics
  • Strong communication, problem-solving, and computer skills are needed

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