Customer Experience Manager - Foothill Ranch California

Company: Orion Talent
Location: Foothill Ranch, California
Posted On: 04/14/2024

Position Details:
Title: Customer Experience Manager
Location: Foothill Ranch, CA
Shift: Mon-Friday 1st shift
Compensation: $68K-$70K + 10% AIP
Benefits: Attractive total compensation package; Flexible schedule; Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options; 401(k) Plan with employer match; Generous paid time off policy; Observance of 11 paid company holidays
Travel: Less than 5% travel

Position Description: The Customer Experience Manager oversees, manages, trains, and advances the Customer Experience team of the company U.S. in alignment with company's global mission as a leader in intelligent loss prevention strategies. The Customer Experience Manager is responsible for developing and implementing effective client solutions that prioritize customer experience, modeling and instilling company values, driving exemplary performance, and compelling team success. This manager will prioritize customer experience to effectively generate business solutions while overseeing and coordinating customer/client calls, correspondence, and emails, ensuring promptness. Other responsibilities include: logging Technicians' check in/check, preparing and processing service quotes, service order and service tickets, documenting all service and installation reports, working with technical service engineers, general contractors and other vendors, providing post-installation support, processing sales orders and scheduling services in Navision, schedule with store and dispatch service technicians. Ship product needed for service to store or technician. The Customer Experience Manager will also monitor and schedule return trips, request, obtain and process Purchase Orders and change orders/NTE's, update Install card and System Monitor data in company's ERP system for each installation, 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. data on Service Reports.

Requirements: The company is looking for a candidate with three to five years' experience leading a customer service team. The candidate should have five to ten years related customer relations experience and the ability to develop solutions under pressure, with reassurance, calmness, and clarity. A Bachelor's degree is preferred. Experience in a technical or manufacturing environment is highly desirable. The ideal candidate will be experienced in Microsoft Office with some knowledge of metrics and data-driven ability to train and guide teams toward data-based solutions. More...

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