"Alerted.org

CUSTOMER EXPERIENCE MANAGER

The Customer Experience Manager is responsible for managing all aspects of the inside sales/customer service department. Major duties include providing management communications to the inside sales/customer service department; training & coaching new inside and existing inside sales/customer service team members; monitoring & reporting on sales metrics; and managing the inside sales/customer service administration process.

ESSENTIAL FUNCTIONS

+ Develop, launch, manage and enforce an Inside sales/customer service quality program that will ensure a constant working commitment across the WRT Customer Service platform to excellence in all elements of customer service resulting in enhanced customer satisfaction and retention.

+ Effectively manage the direct reports on the customer service team (timely/quality performance reviews, routine communications, and track/monitor/communicate results and metrics)

+ Enhance company culture to make our customers priority one by coaching, growing, and empowering a customer-centric team and organization.

+ Invest in the success of our customers.

+ Communicate technical issues across the organization.

+ Coordinate training efforts with the team including manual and certifications.

+ Manage sales orders and RMA’s.

+ Ensure shipment of all orders on time.

+ Maintain a legitimate Root Cause Analysis (RCA) program.

+ Maintain the Customer Data Base in the business system.

+ Updating of pricing on exhibits/price Lists, order forms, customer database.

+ Updating of approved customer discounts and file in database

+ Back up the customer service reps and confer with customers by telephone, and email or in person to provide information about products and services, take and enter orders, check stock status, validate pricing, update order status, and effectively communicate with the WRT Sales Rep on orders and all concerns/issues with a customer’s order.

+ Maintain new and current licensee requests, information, and paperwork, and effectively communicate customer needs.

+ Conduct as-needed action-oriented meetings with key staff to meet the reasonable needs of all Licensees and ensure successful occurrence of all required follow-up measures.

+ Meet/exceed revenue and EBITDA targets for the company.

+ Meet budgeted departmental costs.

+ Responsible for business development activities related to identifying potential customers, qualifying them, and setting up appointments.

+ Act as a liaison between customers and internal departments, with a keen focus on ensuring customer satisfaction.

+ Influence and drive a culture of accountability and execution utilizing our “5I’s” core values.

MINIMUM SKILL REQUIREMENTS

+ A bachelor's degree in business or technical discipline or equivalent experience in related field.

+ Working knowledge of the most current technologies and products used in the industry.

+ 5+ years of experience working within an inside sales role.

+ Excellent people management skills and an ability to drive sales results.

+ Strong systems and CRM skills.

+ Relevant industry experience preferred.

+ Sound judgment and critical thinking skills.

+ Customer-focused attitude, with an elevated level of professionalism.

+ Excellent communication skills

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

OTHER INFORMATION

This is a full-time, exempt position. Workdays are Monday through Friday during regular business hours. This position may require long hours and some weekend work, as necessary to meet business obligations. While performing the duties of this job, the employee is regularly required to speak or hear. This role also requires the ability to lift files, open filing cabinets, and bend or stand, as necessary.

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

**Pay Details:** $90,000.00 to $110,000.00 per year

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

+ The California Fair Chance Act

+ Los Angeles City Fair Chance Ordinance

+ Los Angeles County Fair Chance Ordinance for Employers

+ San Francisco Fair Chance Ordinance