Job Purpose:
The Customer Experience Manager primary responsibility is to improve customer relationships, meet expectations and ensure resolution to raised concerns. The Customer Experience Manager is the first point of contact for existing and pending customers from a key account management perspective. The role covers overseeing the establishment and process from Operations to Analytical Testing Departments.
Additionally, oversee and management of order fulfillment operations and all other aspects of customer service operations. The Customer Experience Manager will also be required to work cross functionally to ensure all company and department objectives are met.
Primary Duties:
- Serving as the primary point of contact for new and existing customers, improve customer service experience and facilitate organic growth
- Take ownership of customers concerns and follow problems through to resolution
- Oversee operational / analytical testing fulfillment, by being the liaise within operations and lab management to identify re-occurring issues find resolution
- Execute customer focused objectives and deploy strategies focused towards that mission
- Develop and maintain service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile reports customer service performance
Skills / Qualifications:
- College or university degree or equivalent proven working experience
- 2 to 3 years’ experience in a business analysis or CRM management role
- 3 to 5 years’ experience in a customer service or call center management role
- Knowledge of Salesforce.com administration and/or development
- Proficiency in MS Word, Excel, Outlook, and PowerPoint (advanced/expert level preferred)
- Experience with Sales, Sales Systems, Sales Reporting and Sales Analysis
- Ability to identify problems and implement or recommend solutions
- Excellent attention to detail, organizational and prioritization skills
- Strong interpersonal skills to interface with employees and the management team
- Ability to work independently, prioritize tasks and follow through on all assignments / projects
- Awareness of industry’s latest technology trends and applications
- Excellent oral and written communication skills
- Strong analytical and research skills
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer oriented
"At Bureau Veritas, we are dedicated to ensuring our employees receive fair and competitive pay, accompanied by comprehensive health and wellness benefits.
Here's a breakdown of what we provide:
Salary Range:
Annual Incentive Bonus Plan
Base Pay is adjusted based on job-related knowledge, skills, experience, and market location.
Our Health and Welfare Benefits are designed to meet your needs, eligible on your first day of employment:
Medical, Dental, and Vision coverage
Company-matched Retirement plan
Generous Paid Time Off and Company Holidays
Life Insurance and AD&D coverage
Short-Term Disability (STD) and Long-Term Disability (LTD)
Tuition Assistance, along with optional life and pet insurance
Access to Corporate Discounts
This information is transparently provided in adherence to several state and local Equal Pay and Pay Transparency Laws, with our base pay determined by market location.
Join us at Bureau Veritas, where your well-being and professional growth are our top priorities."
