Customer Experience Manager

Location

Branchburg, NJ | United States

Job description

Title: Customer Experience Manager

Location: Branchburg, NJ

Schedule: Monday – Friday / 8am-430pm 

Type: Direct Hire





Responsibilities:

• Plan, coordinate and control the activities of the customer experience team to maintain and enhance customer relationships and meet organizational and operations objectives.
• Manage and develop the customer experience team in The USA for all activities that are not associated with a sales manager.
• Supports Sales and Product Teams for data and reporting.
• Set standards of CXT across the team and lead a costumer centric approach
• Lead the team as one integrated team
• Develop the team: from administrative to proactive, customer focus
• Oversee the achievement and maintenance of agreed customer service levels and standard KPI’s
• Be in close contact with the sales leadership
• Collaborate with head quarter to prioritize and ensure Health business continuity globally as well as USA Food
• Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, JDA): samples handling, questionnaires, complaints, CN, order to invoice handling
• Support Food division manager with sales, RFC and WP analysis and gap follow up
• Follow up service quality level
• Follow up on new projects/customers added into the team, keep the work balance across the team
• Follow up on some key strategic customers
• Executing customer communication activities (QA related notifications or marketing)
• Guiding the team in the event of a crisis to ensure support to our customers.
• Maintain high level of Customer centricity
• Service level provided for attributed customers
• Open order fulfilment, focus on Health and USA activities
• ERP/other systems process review and improvement

• Business / commercial education is a plus.
• Ideally up to 5 years of relevant experience, ideally in manufacturing 
• Minimum of 3 years of team leading experience.
• Fluent in English and excellent written and verbal communication skills.
• Analytical mindset
• Service orientation
• Desire to work in an international, multicultural environment
• Experience with Microsoft, CRM/ERP software
• Sound conversation techniques
• Discipline to initiate first contact and to make the first step

Job tags

Salary