Customer Experience Manager

Oldcastle APG; Tacoma (WA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Annual bonus potential

401k plan

Paid time off

Job summary

Oldcastle APG, a CRH Company, is seeking a Customer Experience Manager to lead and supervise the customer experience representatives and manage customer interactions. This role acts as the key liaison between sales, operations, finance, and customers while maintaining a global view of the masonry, hardscape, and retail businesses.

The role focuses on cultivating a world-class customer service culture as a platform for business growth and developing meaningful relationships with customers to

Qualifications

• Bachelor's Degree or equivalent in related experience.
• Ability to travel up to 20%.
• 4+ years' experience in Customer Experience/Service, Client Relations, Sales and Service, logistics, or related field.
• Proven leadership success.
• Excellent communication skills, verbal and written; strong problem-solving capabilities.
• Knowledge of the building products industry and/or manufacturing operation is a plus.

Responsibilities

• Research problems reported by CXRs, sales representatives, or by customers.
• Manage & participate in phone queue and customer service email boxes.
• Assist CXRs in taking orders via phone and processing orders, as needed.
• Check sales orders for accuracy and monitoring sales order processing.
• Hire, train and provide ongoing support and coaching for CXRs.
• Work diligently with customer experience staff to ensure prompt resolution of issues, complaints or incidents.
• Promote communication across business functions.
• Empower team to make good business decisions while servicing customer.
• Develop meaningful relationships with customers to anticipate needs, capture feedback, and strengthen loyalty.
• Develop solution-based approach to customer experience that embraces “yes.”
• Train and measure CXR performance and output.
• Review performance and attendance of CXRs.
• Manage relationships between operations and sales departments.

Skills

Leadership

Customer service

Communication

Problem-solving

Multitasking

Education

Bachelor's Degree or equivalent in related experience

Tools

Microsoft Office

Job description

Job ID: 525056

Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers, and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard® hardscape, Echelon® Masonry, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, and Techniseal® sands and sealant technologies.

Job Summary

This position is responsible for overall leadership and supervision of customer experience representatives and customer interactions. Customer Experience Managers will ensure customers are serviced promptly and properly by training and managing staff effectively. This position operates as the key liaison between sales, operations, finance, and customers while maintaining a global view of the masonry, hardscape, and retail businesses. They are also responsible for cultivating a world class customer service culture as a platform for business growth.

Job Location

This position is on-site, based out of Frederickson, WA.

Job Responsibilities

• Research problems reported by Customer Experience Reps (CXRs), sales representatives, or by customers


• Manage & participate in phone queue and customer service email boxes


• Assist CXRs in taking orders via phone and processing orders, as needed


• Check sales orders for accuracy and monitoring sales order processing


• Hire, train and provide ongoing support and coaching for CXRs


• Work diligently with customer experience staff to ensure prompt resolution of issues, complaints or incidents


• Assist CXRs in taking orders via phone and process orders as needed


• Promote communication across business functions


• Empower team to make good business decisions while servicing customer


• Develop meaningful relationships with customers to anticipate needs, capture feedback, and strengthen loyalty


• Develop solution-based approach to customer experience that embraces “yes”


• Train and measure CXR performance and output


• Review performance and attendance of CXRs


• Manage relationships between operations and sales departments


• Conduct SOX reports, STNI, Open order reports, Cash reconciliation and Voided Ship/Tix as needed daily/monthly


• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

Job Requirements

• Bachelor's Degree or equivalent in related experience


• Ability to travel up to 20%


• 4+ years' experience in Customer Experience/Service, Client Relations, Sales and Service, logistics, or related field


• Proven leadership success


• Good organizational and problem-solving skills


• Solid track record of delegation, resolutions and decision-making


• Detail oriented and ability to multitask a must for this dynamic and fast-paced organization


• Excellent communication skills, verbal and written


• Skilled in Microsoft Office suite


• Knowledge of the building products industry and/or manufacturing operation is a plus

Compensation

• Base salary range of $80,000-$100,000 per year


• Paid time off - 120 hours per calendar year (prorated in first year)


• 401k plan


• Short- term and long-term disability benefits


• Nine Paid holidays per year


• Opportunity for annual bonus

What CRH Offers You

• Highly competitive base pay


• Comprehensive medical, dental and disability benefits programs


• Group retirement savings program


• Health and wellness programs


• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

Oldcastle APG, a CRH Company, is an Aff

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.