Customer Experience Manager

$100,000 - $115,000

Brantford, ON

About Us

STRIVE is a specialist recruitment firm offering proactive recruitment solutions in the areas of Accounting & Finance, Corporate Administration, and Manufacturing Operations. STRIVE supports various clients from small to medium-sized enterprises to Fortune 500 organizations for their permanent, contract, and temporary recruitment needs.

Our recruitment team is currently working with a dynamic Manufacturing company facing incredible growth located in Brantford, seeking a dynamic Customer Experience Manager to join their team in a fast-paced manufacturing environment. This is a full time permanent position from 8 am to 4:30 pm Monday to Friday in office.

The Role

In this pivotal role, you will be responsible for enhancing customer satisfaction and loyalty by developing and implementing strategies that ensure a seamless and positive experience throughout the entire customer journey. You will collaborate closely with cross-functional teams, leveraging insights to identify areas for improvement and drive innovative solutions. If you are passionate about delivering exceptional service and have a keen understanding of manufacturing processes, we invite you to be a part of our mission to exceed customer expectations and foster long-term relationships.

Responsibilities

Lead and manage a team of 6 customer service representatives to resolve customer complaints and inquiries via phone, email, or in-person

Develop and implement customer service strategies to improve customer satisfaction and loyalty

Collaborate with manufacturing teams to communicate on production issues, quality concerns, or delivery delays to ensure feedback to the customer is accurate

Analyze customer feedback and implement process improvements to enhance customer experience

Manage customer relationships, communicate with customers, and ensure timely resolution of issues

Meet customer service performance targets

Manage and report customer service metrics, reporting, and analytics

Ensure compliance with company policies, procedures, and industry regulations

Collaborate with the sales and design teams in terms of reducing the number of SKUs and designing for manufacturability

Identify continuous improvement opportunities

Responsible for employee development, performance feedback, and training

Monitor Order Status from order entry through shipping

Understand Forecasting, Capacity planning and master production scheduling

Liaison with Sales and design to ensure order accuracy

Identify opportunities to improve processes in order to reduce costs

Requirements

Experience in Customer Service or Business Administration in a Manufacturing environment is a must have

Experience with previous ERP and MRP is a must have (JD Edwards and asset)

3+ years of experience in customer service management, preferably in a manufacturing environment

Strong leadership, communication, and problem-solving skills

Ability to work in a fast-paced environment and prioritize multiple tasks

Excellent customer service and relationship-building skills

Knowledge of manufacturing processes, quality control, and logistics

Proficiency in CRM software and Microsoft Office

Advantages

• $100,000 to $115,000 annual salary based on experience
• Full time permanent opportunity in Brantford to work with a growing organization
• Benefits options after probation
• Pension plan options
• Fantastic team of people that you get to work with

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