Customer Experience Manager

Manage and continuously improve the customer service activity for all of Hartzell Fan. Ensure that the highest, most competitive level of service is provided our customers. Services extend from recommending products to order entry through to the delivery of the products ordered.

1. Develop, implement and continuously improve standard work for the following activities:
   • Order entry
   • Order aknowledgement
   • Communication
   • Order delivery confirmation
   • Customer training on e-commerce tools
   • Up-selling of parts and services
2. Be a change agent that can keep our customer support in line with an every changing business environment
3. Coordinate the development and implementation of new technology for our Customer Service representatives that improve their ability to meet and exceed our customer's expectations.
4. Maintain and support increased usage of the Fantooz order entry tool.
5. Promote the use of the web based toolset by our customers.
6. Establish and maintain standard metrics to measure success in your areas of responsibility.
7. Provide guidance to sales & marketing, manufacturing and supply chain to set priorities that best serve our customers.
8. Actively supervises direct reports and manages them through the Hartzell performance process to develop individuals by promoting appropriate training and conducting annual performance appraisals and ongoing feedback.

• Bachelor's degree from an accredited institution required.
• Minimum of 3 years experience in Sales and/or customer service related functions.
• Experience in managing direct reports.
• Experience in the implementation of continuous improvement in a service organization.
• Proven ability to drive root cause analysis on order delivery issues.
• Excellent personal, organizational, verbal and written communication skills.
• High sense of urgency and pro-active approach to problem solving.
• Customer-focused mindset and an innate ability to respond to customers' expectations and requirements. Experience in direct communication with end customers.
• Computer proficiency with Word, Excel, Outlook, and experience with ERP systems.
• Excellent teamwork and communications with suppliers, customers and associates.