Customer Experience Manager - Energy Sector

Job Description GENERAL PURPOSE OF JOB: Thorough management of a team of representatives dedicated to providing remarkable service to our customers.    The Outfitters team serves as primary contact for International and DTI customers and participates in all aspects of account management including primarily order fulfillment (order processing, scheduling/purchasing, warehousing, transportation) and secondarily marketing, sales, credit, advertising, and product development. ESSENTIAL DUTIES and RESPONSIBILITIES: Ensure accounts have the highest level of customer care by developing a staff of strong Global Customer Experience Representatives who are responsible for the order fulfillment process (order accuracy, monitoring delivery, proactive communication with customers and sales force, ensuring contractual obligations are communicated and fulfilled) for their accounts.  Develop effective, efficient processes for management of International and DTI accounts.  Work closely with cross functional teams to improve processes and system tools to gain efficiencies and accuracies.  Ensure Global Customer Experience Teams fulfills all obligationsassociated with the conditions of the contracts sold to promote customer satisfaction and minimize non-compliance penalties to RWSC.  Maintain close communications with Marketing, Sales, Credit, Advertising, Product Development, Scheduling, Purchasing, Transportation, Warehousing, Accounts Receivable, Information Technology and all internal customers as related to International Customers and DTI and the fulfillment of those relationships. Create an environment of accountability and responsibility that will encourage employees to provide our customers with the one-stop, solutions-based service they expect. Manage talent: Manage assigned staff and/or project teams in compliance with RW Human Resources policies and procedures including recruiting, hiring, onboarding, ongoing performance management, salary and incentive administration, communication, coaching, team building, compliance, and terminations (voluntary or involuntary). Promote learning and development initiatives to ensure new staff and tenured staff are enabled to perform his/her responsibilities, to schedule and monitor completion of required RW training programs, to build competencies that enable career development, to inspire sharing of knowledge and expertise through formal and informal channels, and to collaborate on succession planning. Build and sustain high employee morale Ensure a safe, secure, and legal work environment Be a positive change manager/leader that engages staff to embrace our changing environment. OTHER DUTIES AND RESPONSIBILITIES: Maintain quality service by establishing, following, and enforcing organization quality system standards. Obtain necessary information by maintaining knowledge of RWSC's electronic communication software. Maintain quality service by establishing, following, and enforcing organization quality system standards. Obtain knowledge of RWSC products and intended uses. Uphold Red Wing Shoe Company's core values. Complete other duties as assigned from time to time by your manager. Maintain technical knowledge by attending educational workshops, classes or programs. Conduct self-according to RWSC policies/Handbook.   CUSTOMERS: Internal:    Customer Experience, Business Unit and Sales Staff, Brand Teams, Supply, Chain, Manufacturing, Logistics, Purchasing/Scheduling, Multichannel, HR, Demand Planning, IT, Finance, Marketing External:  Distributors, Consumers, Key Customers (Buyers, Accounts Payable, Transportation, Warehousing Staff) Qualifications EDUCATION and EXPERIENCE: Bachelor's degree (B.A./B.S.) from four-year college or university and five years related experience/training; or equivalent combination of education and experience.  Experience managing a global group of employees preferably in the energy or industrial sectors with emphasis on building scalable customer experienceprocesses.  ADDITIONAL DESIRABLE QUALIFICATIONS: Experience with a broad range of information systems (ERP, CRM, reporting tools, other) Experience of supporting diversity / multicultural customers and teams. Ability to handle non-routine responsibilities and constantly changing business conditions. Ability to create and maintain a team environment of creativity, responsibility, accountability. Demonstrated leadership skills. Excellent organizational skills. Advanced knowledge of Microsoft Office Suite products. Passionate about delivering remarkable customer experiences globally. Thrives in challenging and fast paced environment.  Ability to build professional working relationships globally Excellent communication and interpersonal skills Exceptional attention to detail and accuracy Proven success in process improvement initiatives Analytical and problem-solving skills Experience in Export Compliance and shipping processes. REQUIRED LICENSES OR CERTIFICATES: Valid passport WORK ENVIRONMENT: Primarily office environment.  Occasional travel that could involve weekends.  Fast pace during peak times, which requires skills to handle multiple tasks and the ability to prioritize in addition to dealing with challenging customer situations.
Salary Range: NA
Minimum Qualification
5 - 7 years

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