<p>The Customer Experience Manager is responsible for the leadership and operational performance of both the Customer Service and Technical Support departments. This position ensures a high-quality experience across all customer touchpoints, through effective team management, process optimization, claims and complaint resolution, and cross-departmental collaboration. The role is instrumental in driving continuous improvement initiatives, maintaining technical excellence, and aligning service delivery with business goals.</p> <p>Essential Functions:</p> <p>Team Leadership & Management</p> <ul> <li>Oversee, develop, and mentor both Customer Service Representatives and Technical Support Specialists. </li><li>Conduct performance evaluations, coach team members, and foster a culture of accountability, professionalism, and continuous improvement. </li><li>Develop staffing strategies, including hiring, onboarding, scheduling, and cross-training. </li></ul> <p>Customer Experience & Service Operations</p> <ul> <li>Manage day-to-day operations to meet or exceed departmental KPIs (e.g., response time and customer satisfaction). </li><li>Monitor and improve order processing and on-time shipment metrics. </li><li>Resolve escalated customer issues and ensure a consistent, courteous communication experience. </li></ul> <p>Technical Support Oversight</p> <ul> <li>Manage technical product inquiries, ensuring accurate and timely responses related to product specifications, compatibility, and usage. </li><li>Lead efficient claims and complaint resolution, ensuring root-cause analysis and corrective action. </li><li>Drive coordination between Quality, R&D, and Production teams for product evaluations and technical feedback. </li></ul> <p>Process Improvement & Analytics</p> <ul> <li>Analyze service performance data and customer feedback to identify process inefficiencies. </li><li>Lead continuous improvement initiatives to improve customer experience. </li><li>Maintain accurate records and develop reporting to highlight trends, successes, and areas for improvement. </li></ul> <p>Cross-functional Collaboration</p> <ul> <li>Serve as liaison between Customer Service, Sales, Planning, Production, and Quality departments. </li><li>Participate in production planning meetings to ensure customer needs are aligned with operational capabilities. </li><li>Collaborate with IT to optimize CRM, ERP, and telephony systems for both customer service and support workflows. </li></ul> <p>Additional Responsibilities:</p> <ul> <li>Champion ORAFOL's Quality and Safety Programs; ensure team adherence to protocols. </li><li>Maintains an optimal level of product quality and adheres to ORAFOL's Quality Program. </li><li>Represent the company at customer meetings, industry events, or trainings as required. </li><li>Support special projects and company initiatives as assigned. </li><li>Perform other duties as assigned or as the situation dictates. </li></ul> <p>Qualifications</p> <p>Education Requirements:</p> <ul> <li>Bachelor's degree in Business Administration, Technical Management, or a related field. Equivalent work experience may be considered. </li></ul> <p>Work Experience:</p> <ul> <li>Minimum of 5 years in customer service or technical support roles, with at least 3 years in a managerial capacity. </li><li>Experience in manufacturing, print media, or industrial materials industries preferred. </li><li>Demonstrated success in managing cross-functional teams and implementing process improvements. </li></ul> <p>Aptitudes & Characteristics:</p> <ul> <li>Strong leadership, coaching, and interpersonal communication skills. </li><li>Technical aptitude in understanding and explaining product specs, testing outcomes, and application scenarios. </li><li>Proficient with CRM, ERP, and reporting software (e.g., Salesforce, SAP, Power BI). </li><li>Analytical thinker with a proactive approach to problem-solving. </li><li>Must be a fast learner, driven and self-motivated; strive towards continuous improvement. </li></ul>