Head of Customer Experience & Service Excellence (Hybrid)

Rheem Manufacturing Company; Fort Smith (AR); Hybrid; USD 84,000 - 155,000; Full time

Job summary

Rheem Manufacturing Company seeks a Manager, Customer Experience to oversee the division's Customer Service Professionals and guide service for internal and external customers on complex issues.

This role serves Rheem North America and offers a hybrid work arrangement with office Mon-Thu and remote Fridays across U.S. locations, including Oxnard, CA; Fort Smith, AR; San Antonio, TX; O'Fallon, MO; and Montgomery, AL.

Qualifications

• Bachelor’s Degree in Business, Statistics, Economics, or related field
• 7+ years’ experience customer service or customer call center operations
• Experience supervising others
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of MS Office Suite.
• Ability to work in a matrix team environment and manage cross-functional stakeholders.
• Understanding of supply chain logistics.

Responsibilities

• Lead and develop a high-performing customer experience team focused on exceptional service and customer satisfaction.
• Drive customer experience strategy, processes, and initiatives to enhance loyalty and business performance.
• Monitor KPIs including service levels, quality, response times, and customer satisfaction metrics.
• Manage customer escalations and collaborate with cross-functional teams for timely resolutions.
• Analyze feedback and data to identify opportunities for process improvement and better service delivery.
• Collaborate with Sales, Operations, Product Management, IT, Marketing and others to improve end-to-end CX.
• Establish and maintain customer service standards, policies, and best practices.

Skills

Leadership

Customer service

ERP systems

Supervising

Communication

MS Office

Process improvement

Supply chain logistics

Education

Bachelor’s Degree in Business/Statistics/Economics

Tools

Oracle/AS400 ERP

Order Management Systems

Job description

Rheem Manufacturing Company seeks a Manager, Customer Experience to oversee the division's Customer Service Professionals and guide service for internal and external customers on complex issues.

This role serves Rheem North America and offers a hybrid work arrangement with office Mon-Thu and remote Fridays across U.S. locations, including Oxnard, CA; Fort Smith, AR; San Antonio, TX; O'Fallon, MO; and Montgomery, AL.