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Customer Experience Manager

Company: Elevation Labs
Location: Idaho Falls
Posted on: May 9, 2022

Job Description:

Job DescriptionJob Summary:Directs and coordinates activities of personnel engaged in customer service, project management, and communication with customers. Responsible to oversee the maintenance of customer relationships for Elevation Labs. Acts as liaison for Elevation Labs customers and functional departments and directs and implements initiatives that provide phenomenal customer experiences. Monitors production scheduling to ensure customer communications are accurate and timely. Regularly assess customer needs and business needs to ensure standards are being followed and customer expectations are appropriately communicated to the respective departments.Duties and Responsibilities:

  • Supervises the daily operations of the customer experience department.
  • Defines customer experience goals for team members and help support goal attainment.
  • Establishes good customer service policies and attitudes to maintain an excellent level of customer service for Elevation Labs customers.
  • Develops customer relationships to promote business with Elevation Labs and enhance their experience with Elevation Labs.
  • Directs and coordinates all customer service contact with Elevation Labs customers to maintain accuracy of information regarding new projects, open orders, and production schedules, etc.
  • Coordinates communication with R&D on new project development and prioritization.
  • Coordinates communication with production planning and supply chain departments to ensure accurate information is flowing between Elevation Labs and customers in a timely manner.
  • Provides appropriate support for customer issues that require special attention and escalation.
  • Maintains customer experience team calendars to ensure personnel demands are met to support customers during regular business hours.
  • Provides training support for the customer experience team to ensure appropriate knowledge and skills are maintained to execute and perform at a high level.
  • Collaborates with directors/managers from other functional departments to drive process improvement.Secondary Duties and Responsibilities:
    • Stays current on the latest beauty industry trends and innovation.
    • Helps with the coordination of Kaizen events and provide support to the cross-functional team in planning the event.
    • Tracks, analyze, and present KPI's to leadership group to drive accountability and growth.
    • Regularly assesses the needs and capacity of AM's and provide solutions and make changes to allow for business growth opportunities.
    • Collaborates with Business Development team on initiatives such as Customer Review Meetings, Quarterly Business Review Meetings, Operating Strategy, and other customer centered projects, as needed.
    • Occasional travel to customer meetings and or tradeshows, as needed. Elevation Labs provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Elevation Labs complies with applicable state and local laws governing nondiscrimination in employment at every location in which the Company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.The essential duties listed are representative of the major duties required of this job; ability to perform the essential functions with or without reasonable accommodation is required. Elevation Labs may make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities unless the accommodation would impose an undue hardship on the operation of our business.This job description is not designed or intended to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this job. Specific duties and responsibilities may vary based upon departmental needs. Incumbent may be asked to perform other duties as assigned.Knowledge & Skills:Ideal Candidate Qualifications:
      • Ability to supervise employees and delegate responsibilities as required.
      • Ability to easily task switch in a timely manner.
      • Communicate comfortably either verbally and/or in writing with customers.
      • Excellent Customer Service skills, ability to communicate clearly to both external and internal customers.
      • Ability to work successfully with customers in difficult situations and communicate clearly either verbally or in writing.
      • Ability to adapt quickly to changing priorities in a fast-paced environment.
      • Perform essential duties and responsibilities efficiently, accurately, and safely.
      • Ability to problem solve and be solution oriented with time sensitive requests.
      • Ability to exhibit a high level of situational awareness and decisiveness.Education/Experience:
        • Bachelor of Arts in Business Administration or equivalent.
        • Experience in multiple requirements planning systems and/or similar environments.
        • Minimum of 5 years Customer Service experience or Account Management preferrable.
        • Working knowledge of project management.
        • Experience in Personal Care & Cosmetic Products required.Physical Demands
          • Regularly/Frequently required to sit, stand, walk, stoop, kneel, bend.
          • Regularly/Frequently use hands to keyboard or type, handle materials, or manipulate tools.
          • Regularly reach with hands and arms.
          • Occasionally/Frequently lift and/or move up to 25 pounds and, infrequently, up to 50 pounds.
          • Specific vision abilities required by this classification include close vision, depth perception and ability to adjust focus.
          • Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal instructions and communicate effectively in person and by telephone.
          • Requires composure and ability to prioritize and handle many urgent tasks and requests simultaneously with a high level of competence and accuracy.
          • Maintain confidentiality.The physical demands identified above are representative of those that will be required to successfully perform the essential functions of this job.Work Environment
            • Office setting
            • Fast paced
            • Noise level is usually moderate

              Job Posted by ApplicantPro

Keywords: Elevation Labs, Idaho Falls , Customer Experience Manager, Executive , Idaho Falls, Idaho

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