Customer Experience Leader: Tech-Savvy Support & Growth

NORD Gear Corporation; McKinney (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

NORD Gear Corporation in McKinney, TX seeks a Customer Experience Manager to lead our customer experience team and application engineers. You will drive initiatives to improve satisfaction, loyalty, and order accuracy while coaching staff and coordinating with sales and engineering.

Responsibilities include managing performance, developing training, ensuring effective order entry and quoting processes, and fostering strong customer relationships to grow business.

Qualifications

• Engineering Degree Required. Preferably in Mechanical Engineering.
• 2-4 years of Supervisory Experience. 2-4 years technical customer service or sales experience. 1-3 years of experience working with a ERP system, such as SAP preferred.

Responsibilities

• Manage, inspire, and lead Customer Experience Representatives and Application Engineers, including attendance, goal setting, evaluating performance, coaching, and training to enhance and improve effectiveness in working with our customers.
• Develop and maintain strong relationships with new and existing customers to retain business and promote business growth opportunities. Search for opportunities to grow and develop these customers in cooperation with external sales and self-service tools.
• Monitor order entry and quoting process flow and responsiveness. Provide prioritization and resources to keep things stable and moving efficiently within the team.
• Collaborate with corporate Customer Experience leadership team on process optimization opportunities and ensure general process consistency - both in training and execution.
• Analyze, derive, and structure solutions to provide one on one and group training for Customer Experience Representatives focusing on the mastery of products, process, and application of available tools/resources.
• Proactively monitor and streamline process to ensure order and quote quality utilizing available reporting tools.
• Review high value orders and quotes for accuracy.
• Provide support and coach Customer Experience Representatives when dealing with difficult customer escalations or on challenging orders and quotes.
• Provide support and coach Application Engineers in efforts to build on current customer needs and grow the business by partnering with customers' corporate engineering on product solutions.
• Ensure the Customer Experience team receives technical training and has adequate technical knowledge to support customers with basic (level 1) technical support of NORD products. Ensure corporate engineering guidelines are understood and followed. This requires the Customer Experience Manager to have a good technical understanding of electro-mechanical power transmission products and their applications.
• Maintain a professionally presentable and organized office work area while keeping NORD's Corporate Social Responsibilities pillars in mind.
• Other duties as assigned.

Skills

Supervisory experience

Customer service

Mechanical aptitude

Leadership

Education

Engineering Degree

Tools

SAP

Job description

NORD Gear Corporation in McKinney, TX seeks a Customer Experience Manager to lead our customer experience team and application engineers. You will drive initiatives to improve satisfaction, loyalty, and order accuracy while coaching staff and coordinating with sales and engineering.

Responsibilities include managing performance, developing training, ensuring effective order entry and quoting processes, and fostering strong customer relationships to grow business.