Customer Experience Manager
| Company | Altium Packaging |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Must have experience working in a business-to-business capacity with responsibility for interacting with customers and resolving issues
- 5+ years’ experience in customer service
- Excellent organization and time management skills
- Sound judgement and ability to use discretion to make key decisions
- Bachelor’s degree
- Experience utilizing enterprise systems such as ERP, CRM
- Strong communication skills
- Strong customer service orientation, a desire to help others, and action-oriented personality
- Demonstrated ability and comfort in dealing with multiple priorities simultaneously, while maintaining an appropriate sense of urgency, and focus under pressure
- Skilled at resolving questions and problems in a confident and informative manner, using sound judgement and problem-solving skills.
Responsibilities
- Assist in managing key accounts by ensuring customers receive their products as ordered, addressing any discrepancies promptly.
- Maintain clear, timely, and effective communication with customers to prevent surprises and manage expectations regarding Altium’s performance.
- Support the team in representing customer interests internally, advocating for necessary actions and decisions related to freight, product quality, delivery, and billing.
- Monitor order status and production progress to ensure timely fulfillment of customer demands.
- Identify and escalate potential supply disruptions or quality issues to the appropriate teams for quick resolution.
- Assist in the preparation and distribution of customer updates, including any schedule changes or anticipated delays.
- Work closely with sales, operations, logistics, and shipping teams to align customer requirements with internal capabilities.
- Participate in cross-functional initiatives to address and resolve operational challenges related to inventory control and shipping processes.
- Support the development and implementation of methods to measure and enhance customer loyalty, aiming to reduce churn and grow share-of-wallet.
- Assist in tracking customer satisfaction metrics, such as Net Promoter Score (NPS), and contribute to initiatives aimed at improving these scores.
- Facilitate effective communication between Operations, Logistics, Shipping, and Customer Service teams to ensure coordinated efforts in addressing customer needs.
- Help identify gaps in communication and support the creation of systems for real-time updates and proactive decision-making.
Preferred Qualifications
-
No preferred qualifications provided.