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Manager of Customer Experience

PEAK Technical Staffing USA Foothill Ranch, CA
  • Expired: over a month ago. Applications are no longer accepted.

ROLE SUMMARY
Oversees, manages, trains, and advances the Customer Experience arm of company's global mission as a leader in intelligent loss prevention strategies.

Responsible for developing and implementing effective client solutions that prioritize customer experience, model and instill Company values, drive exemplar performance, and compel team success.

ESSENTIAL JOB FUNCTIONS

  • Prioritize customer experience to effectively generate business solutions
  • Oversee and coordinate customer/client calls, correspondence, and emails, ensuring promptness
  • Log Technicians’ check in/check
  • Prepare and Process Service Quotes, Service Orders and Service tickets
  • Properly and timely document all service and installation reports, service tickets, etc.
  • Interface with Technical Services Engineers, third-party technicians, General contractors, Electricians and Tile vendors to complete installation
  • Provide Post-Installation Support
  • Process Sales orders
  • Schedule service in Navision, schedule with store and dispatch service technicians
  • Ship product needed for service to store or technician
  • Monitor and schedule Return trips
  • Request, obtain and process Purchase Orders and change orders/NTE’s
  • Update Install card and System Monitor date in company’s ERP system for each installation
  • Interface with Technicians to solve service issues
  • Escalate service issues as required to sales reps and management
  • Document, file and request missing Field Service Tickets
  • Follow up on open calls, service orders and long-term service issues
  • Prepare supporting documentation and submit orders for invoicing
  • Maintain data on Service Reports
  • Work in unison with Account Relationship Managers to request updates to Customer cards, Install cards & site plans
  • Work in partnership with Installs & Preventive Maintenance Department
  • Customer Research
  • Records Management

QUALIFICATION REQUIREMENTS

  • Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities
  • Communicate warmth, understanding, adaptability, and helpfulness when interacting with all internal and external contacts
  • Advocate for team needs while aligning with business purposes and leadership strategy
  • Prioritize solutions, performance, and results
  • Demonstrate self-awareness and openness to learning about personal effectiveness in the workplace and on teams
  • Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies and goals of the company
  • Respect lines of communication and internal protocols
  • Constantly strive to improve performance, effectiveness of the team, and ultimately the Company
  • Demonstrate exemplar attention to detail, organization, follow-through and project management
  • Own all assigned tasks
  • Initiate communicating effectively through other people at all levels of the Company
  • Carefully attend to details, time management, confidentiality and discretion, and promptness in response times

EDUCATION AND/OR EXPERIENCE

  • 3 – 5 years leading customer service team
  • 5 - 10 years prior related customer relations experience
  • Demonstrated ability to develop solutions under pressure, with reassurance, calmness, and clarity
  • Bachelor’s degree is preferred
  • Experience in a technical or manufacturing environment is highly desirable.
  • Metrics and Data-Driven with a known effective ability to train and guide teams toward data-based solutions
  • Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must. Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)

PEAK Technical Staffing USA

Why Work Here?

PEAK is your source for great engineering/technical jobs in the Chicago area!!

www.peaktechnical.com

Address

Foothill Ranch, CA
USA

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