Customer Experience Manager

Landis+Gyr; Alpharetta (GA); On-site; USD 98,122 - 142,088; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Paid time off – 3 weeks

11 paid holidays

Tuition reimbursement

Pet insurance (optional)

Job summary

Landis+Gyr in Alpharetta, GA seeks a professional to support SOX compliance efforts, review sales orders, and drive revenue-impacting controls. You will develop KPIs, assist with customer service issues, and partner with Sales, Finance, Procurement and Delivery to improve processes and efficiency.

Responsibilities include screening and releasing documents in SAP, monitoring trends for product quality, and guiding improvements with Product Management and Engineering. Travel may be required.

Qualifications

• Bachelor’s degree in Business Management or related field.
• 4–6 years of customer service, technical support, or electronic technology experience.
• An equivalent combination of education and experience will be acceptable.

Responsibilities

• Execute and maintain SOX-compliant controls related to sales orders, warranty processing, and revenue-impacting activities.
• Lead compliance screening activities for business partners, sales orders and purchase orders, follow up on blocked documents and define a course of action. Release documents in SAP and flag operations that are not compliant, using the GTS system in place.
• Manage performance indicators (KPIs) and communicate KPI performance reporting to senior leadership.
• Set performance goals and objectives that align with the departmental plan.
• Review and monitor support cases for trends around negative product quality and product feedback; act on and drive information to Product Management and Engineering.
• Evaluate and provide feedback on business processes under a continuous improvement strategy to improve productivity and efficiency across the department.
• Work with other supervisors and management to support the team to maximize customer satisfaction.
• Provide feedback to the organization regarding quality issues (volume, resourcing, time-to-resolve).
• Support hardware CAPA efforts by attending meetings, providing information, and connecting the organization to resolution and appropriate customer communications.
• Ensure contractual hardware support language matches internal processes and overall strategy.
• Participate in the coordination and release of NPI in regards to device support readiness.
• Ensure contractual hardware/device support language is consistent with internal processes, procedures and overall support/warranty strategy.

Skills

Leadership

Interpersonal skills

Communication

Judgment and thinking

Performance skills

Personal characteristics

Education

Bachelor’s degree in Business Management or related field

4–6 years of customer service / technical support experience

Tools

Excel

Word

Access

Job description

Job Summary

Supports SOX compliance efforts and sales order review processes to ensure operational accuracy, revenue-impacting controls, and audit readiness. Responsible for business and process improvement ensuring new controls are implemented efficiently. Develops, tracks and reports on relevant KPIs. Assists on customer service related issues including CAPAs, RMAs, financial audits, and customer-facing communications. Partners with multiple departments including Sales, Finance, Procurement and Delivery.

Primary Statement of Duties

• Execute and maintain SOX-compliant controls related to sales orders, warranty processing, and revenue-impacting activities.
• Lead compliance screening activities for business partners, sales orders and purchase orders, follow up on blocked documents and define a course of action. Release documents in SAP and flag operations that are not compliant, using the GTS system in place.
• Manage performance indicators (KPIs) and communicate KPI performance reporting to senior leadership.
• Set performance goals and objectives that align with the departmental plan.
• Review and monitor support cases for trends around negative product quality and product feedback. Act on and drive the appropriate information and communication to Product Management and Engineering to address challenges.
• Evaluate and provide feedback on business processes under a continuous improvement strategy to improve productivity and efficiency across the department.
• Work with other supervisors and management to support the team to maximize customer satisfaction.
• Provide feedback to the organization regarding quality issues (volume, resourcing, time-to-resolve).
• Support hardware CAPA efforts by attending meetings, providing information, and connecting the organization to resolution and appropriate customer communications.
• Ensure contractual hardware support language matches internal processes and overall strategy.
• Participate in the coordination and release of NPI (New Product Introduction) in regards to device support readiness.
• Ensure contractual hardware/device support language is consistent with internal processes, procedures and overall support/warranty strategy.

Education and Experience

• Bachelor’s degree in Business Management, Organizational Development or another business-related field.
• 4–6 years of customer service, technical support or electronic technology experience.
• An equivalent combination of education and experience will be acceptable.

Technical Competencies

• Ability to build “tools” in Excel, Word, Access (templates, forms, databases, etc.).
• Knowledge of utility industry and energy management systems.

Non-Technical Competencies

• Leadership (team development, ability to influence, organizational/matrix awareness).
• Interpersonal skills (relationship building, teamwork, conflict resolution, customer focus).
• Communication (verbal communication, listening, written communication).
• Judgment and thinking (strategic thinking, original thinking, decision making, problem solving).
• Performance skills (accuracy with detail, planning and efficiency).
• Personal characteristics (motivation/commitment, flexibility, assertiveness, developmental orientation, quality orientation).

Decision-Making

• Decisions have significant impact on business.

Business Relationships

• Regular contact with employees, customers and/or industry contacts.

Working Conditions / Physical Requirements / Safety / PPE

• Occasionally required to stand, walk, sit, use hands to handle or feel objects, tools or controls, reach with hands and arms, talk or hear. Must occasionally lift or move up to 10 pounds. Required vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Ability to travel up to 20%.

Employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, a 401(k) retirement plan featuring a generous company match incentive, three weeks of paid time off, eleven paid holidays, tuition reimbursement, optional pet insurance, supplemental medical coverage, and other perks to ensure health, wellness and enrichment.

Pay is in the range of $98,122 - $142,088 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We are committed to shaping a better future for everyone.