Customer Experience Manager

Location

Kansas City, KS | United States

Job description

Thuasne USA and Knit-Rite are well established manufacturers of medical devices for the orthopedic, prosthetic, orthotic, diabetic and medical compression markets both in the US and worldwide.  As divisions of the Thuasne Group of France, a 175-year-old family-owned business, we produce products daily that help improve the quality of people’s lives all over the world.  Watch this video to learn more about Thuasne , their rich history and the depth of products produced and sold daily around the world!

We operate multiple subsidiaries across North America and are currently seeking an experienced Customer Experience Manager to join our team in Kansas City, KS!

What You’ll Get To Do

The primary goal of a Customer Experience Manager is to align Customer Service strategies and practices with the overall business objectives, helping to drive organizational success. A Customer Experience Manager will lead the Customer Service team by overseeing domestic and export orders, while coordinating with other key departments to ensure orders go out in a timely manner, in the way that best supports our customers.  The Customer Experience Manager will also work closely with the Sales and Marketing teams to ensure that program or sales implementations are smoothly executed.

The Essentials

• Manage Customer Service department staff  
• Oversee all incoming domestic and export orders, including distributor, online, consumer, brick and mortar  
• Manage Customer Service M3 System and FreshDesk activities, including order entry, samples, customer input and complaints with associated activity with outside sales rep’s   
• Coordinate in-services and on-going training for department and new customer service team members  
• Provide technical support to customers and staff  

• Maintain and report department statistics on a monthly basis, ensuring call center performance that meets goals for minimal wait time and call drops   
• Hold weekly one-on-one meetings with customer service team members  
• Assist Marketing/Sales departments with program or sales implementations  
• Create reports upon request from sales staff  
• Provide solutions to day-to-day problems addressing questions/concerns and suggest corrective measures  
• Strategize new ways for order entry efficiency & overall order flow within the organization  
• Attend tradeshows as requested  
• Provide input to management on resources needed to complete assigned projects   
• Develop and provide input on policies and processes  
• All other duties and projects as assigned  

What You’ll Bring

• Bachelor’s Degree preferred, or equivalent experience   
• 5-8 years of customer service related experience required  
• 3+ years of supervisor/management experience   
• eCommerce experience preferred  
• CRM experience (FreshDesk or other) preferred, but not required  
• Experience with new software implementation preferred  
• Computer, 10 Key skills required, Microsoft Office (Word, PowerPoint, Excel)  
• Independent initiative-taker and creative problem solver  

• Excellent project management skills with demonstrated ability to consistently prioritize and manage multiple tasks  

What We Offer

• Competitive Compensation package
• Excellent Bonus Opportunity
• Competitive Benefits that include medical, dental, & vision insurances
• 401K with company match
• Convenient Metro Location
• Family Atmosphere
• Paid Time Off
• Career Development Opportunities

If you are detailed, driven, and passionate about helping make a difference, this is the job for you!

Equal Opportunity Employer: Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.

Drug-free work environment

Thuasne USA/Knit-Rite, LLC and affiliates participate in E-Verify

**NO AGENCIES PLEASE**  Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Thuasne USA/Knit-Rite, LLC and its affiliates. Thuasne USA/Knit-Rite, LLC and affiliates will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity.

Job tags

Salary