Customer Experience Manager

John R White Company; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A food distribution company in Birmingham is seeking a Customer Experience Manager to enhance customer interactions and lead the support teams. The role involves developing processes to ensure timely delivery, monitoring performance metrics, and training team members to achieve excellence. Candidates should have a Bachelor's degree or equivalent experience, along with over 3 years in customer service management. This position offers growth opportunities in a dynamic environment.

Qualifications

• 3+ years experience managing a Customer Service and/or Sales team.
• 3+ years experience with ERP systems and e-commerce.
• Proven track record of developing customer outreach campaigns.

Responsibilities

• Lead and develop an end-to-end customer experience.
• Ensure timely delivery of customer orders.
• Supervise daily operations of the customer support department.

Skills

Customer service management

Team leadership

Process improvement

Communication

Education

Bachelor’s degree or relevant experience

Tools

MS Office

ERP systems

Job description

Overview

JRW is looking for a Customer Experience Manager to lead the company’s efforts to further develop and sustain customer experience that leads our industry. They will lead the customer support and sales support teams to deliver our promise to customers: “We sell and distribute food ingredients, on time, as ordered, hassle free.” This position is responsible for onboarding, training, managing, coaching and mentoring teams to personal and company success. They will ensure that each touchpoint across the customer order journey is engaging, efficient, and effective.

Responsibilities

• Develop and sustain end-to-end customer experience that leads our industry and that exceeds our customers’ expectations.
• Ensure that customer orders are delivered on time, as ordered and hassle-free by developing robust, repeatable processes, procedures and systems to ensure these results.
• Develop full proficiency as the subject matter expert of JRW systems, to include ability to train/coach team members on relevant functionality, as well as seeking and implementing efficiencies and troubleshooting issues for resolution.
• Establish metrics that drive a high-performance environment and the company’s ability to achieve our purpose statement.
• Monitor team adherence to department metrics and coach and train team to standard of excellence
• Train and lead team members to success, including the development of a comprehensive training/onboarding plan and documented procedures to ensure accuracy and consistency among the team.
• Supervise the daily operations of the customer support department. Participate with all departments on a team approach to customer service.
• Manage team continuous improvement opportunities to include driving system and process improvements.
• Partner with Sales to manage customer relationships while seeking to provide exceptional customer experience.
• Facilitate customer communications on important initiatives and changes.
• Drive excellence in customer service by monitoring all survey results, ensuring urgency in team response times to all inquiries, identifying opportunities to upsell, and providing best in class resolution times.
• Develop and implement strategies useful for improving customer relationship, dedication, and satisfaction. Establish communication channels and mediums through which clients communicate with JRW.
• Develop and manage sales support role and how it interacts and supports the sales team and advances projects in FUSE

Qualifications

• Bachelor’s degree preferred, or any combination of directly relevant training and experience.
• 3+ years experience managing a Customer Service and/or Sales team
• 3+ years experience working with Enterprise Resource Planning (ERP) systems, software-as-a-service solutions, and e-commerce
• Proficient in MS Office (i.e., Word, Excel, Outlook) and data entry systems
• Food and Beverage Ingredients industry experience a plus
• Have a proven track record of developing and executing customer outreach campaigns (e.g., reorder reminders, product education, seasonal promotions).