Manager, Customer Experience

Rheem Manufacturing Company; Scottsboro (AL); On-site; USD 70,000 - 100,000; Full time

Job summary

Rheem Manufacturing Company in Scottsboro, AL is seeking a Manager of the Customer Experience to oversee the division's customer service professionals and guide both internal and external customers on complex issues. This on-site role focuses on onboarding, training, coaching, KPI tracking, and continuous improvement while aligning with Rheem’s CX strategy across the organization.

The role requires 7+ years in customer service, leadership experience, ERP familiarity (Oracle/AS400), and strong

Qualifications

• Bachelor's Degree in Business, Statistics, Economics, or related field.
• 7+ years' experience in 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 relevant software such as MS Office Suite.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to present information and respond to questions from groups, manager, clients, and customers.
• Recognize and implement process improvement.
• Understanding of supply chain logistics.

Responsibilities

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach call center staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
• Strategic Thinker – map out a plan of where we want to take Customer Service to be “best in class” and lead the team in getting there
• Partner and interface with other Rheem businesses to leverage best practices and collaboration. Be an active member of the “One Customer Experience” Project with Rheem.
• Develop and implement tools to track system KPIs and lead the process of continuous improvement in this function
• Other duties as assigned.

Skills

Customer service

Leadership

Coaching

Data analysis

Communication

ERP systems

Oracle

AS400

Order management

MS Office

Education

Bachelor's Degree in Business/Statistics/Economics

Tools

Oracle

AS400

Order Management Systems

Job description

Job Description

The Manager, Customer Experience is responsible for overseeing the division's Customer Service Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.

This position will serve our Rheem North America, located in Scottsboro, AL. This is an on-site position.

Responsibilities

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach call center staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
• Strategic Thinker – map out a plan of where we want to take Customer Service to be “best in class” and lead the team in getting there
• Partner and interface with other Rheem businesses to leverage best practices and collaboration. Be an active member of the “One Customer Experience” Project with Rheem.
• Develop and implement tools to track system KPIs and lead the process of continuous improvement in this function
• Other duties as assigned.

Qualifications

• Bachelor's Degree in Business, Statistics, Economics, or related field.
• 7+ years' experience in 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 relevant software such as MS Office Suite.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to present information and respond to questions from groups, manager, clients, and customers.
• Recognize and implement process improvement.
• Understanding of supply chain logistics.

How To Stand Out

• Advanced Degree in Business, Statistics, Economics, or related field.
• Experience in product related industry.

As a Leader At Rheem, How You Achieve Results Is As Important As The Results You Achieve. While LEADING OTHERS, You Will Be Expected To Demonstrate The Following Competencies And Behaviors

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives—every day.

Our Behavior Based Values Set Us Apart

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.