Customer Service Manager Job at Avon Rubber p.l.c.
Avon Rubber p.l.c. Cleveland, OH
$85,000 - $115,000 a year
Job Title: Sr. Customer Service Manager
Location: Cleveland, OH
ABOUT AVON PROTECTION
The Avon Protection plc group of brands, designs and manufactures life-critical personal protection systems for the world's militaries and first responders. With a portfolio that includes chemical, biological, radiological, nuclear (CBRN) respiratory products and other breath assist solutions, Avon Protection's mission is to relentlessly advance the future of protection by enhancing the performance, efficiency and capability of those who risk their lives to save others. Team Wendy, located in Cleveland, OH develops and manufactures head protection for Military and first responders.
Summary
Great Customer Experience begins with first contact and continues through entire product ownership cycle. The Senior Customer Experience Manager will lead the Global Head Protection T&E, Customer Service, post-sale Training & Technical Service to develop customer loyalty through high-quality experiences at every customer interaction touch-point..
Leading this team will be the Senior Customer Experience Manager who will define, contribute and execute innovative sales and marketing strategies that deliver a consistent and best-in-class product/service experience for Avon's customers. The Manger will be data driven, leverages industry and market best practices, and collaborates with internal and external stake holders to facilitate resources and initiatives to create a 360-degree customer experience that maximizes customer loyalty and supports profitable growth. The role leads customer service and technical service teams while working closely with sales, marketing, product category management, engineering, as well as external customers to ensure all customer experiences are best-in-class, delivered timely, achieve the business objectives, and create lasting customer loyalty. The ideal candidate will possess a positive, engaging, can-do attitude with a goal-orientated management style and must be comfortable working with cross-functional teams while in parallel managing a team of direct reports. The position will report to the VP BD & Commercial Sales - Head Protection.
Great Customer Experience begins with first contact and continues through entire product ownership cycle. The Senior Customer Experience Manager will lead the Global Head Protection T&E, Customer Service, post-sale Training & Technical Service to develop customer loyalty through high-quality experiences at every customer interaction touch-point..
Leading this team will be the Senior Customer Experience Manager who will define, contribute and execute innovative sales and marketing strategies that deliver a consistent and best-in-class product/service experience for Avon's customers. The Manger will be data driven, leverages industry and market best practices, and collaborates with internal and external stake holders to facilitate resources and initiatives to create a 360-degree customer experience that maximizes customer loyalty and supports profitable growth. The role leads customer service and technical service teams while working closely with sales, marketing, product category management, engineering, as well as external customers to ensure all customer experiences are best-in-class, delivered timely, achieve the business objectives, and create lasting customer loyalty. The ideal candidate will possess a positive, engaging, can-do attitude with a goal-orientated management style and must be comfortable working with cross-functional teams while in parallel managing a team of direct reports. The position will report to the VP BD & Commercial Sales - Head Protection.
Responsibilities include but are not limited to:
- Define the 360-degree Customer Experience strategy, framework, and tools, aligning to company objectives across all current product lines.
- Deliver exceptional customer support for existing and new customers across all channels & Avon product lines.
- Personally ensure the efficient management and timely resolution of all Customer Concerns in both Americas and emerging Rest of World regions.
- Support the implementation/administration of the CRM and ERP systems in the areas of OTC, service, T&E, and opportunity collection\development.
- Develop and report key benchmarks and measures of success for the Customer Experience aligned to the Avon Objective and Key Results (OKR) process.
- Build and maintain a close working relationship with the Cleveland OH, Salem NH and Irvine CA, Operations team to allow rapid resolution and early identification of customer facing issues.
- Lead Inside Sales functions for key customers requiring single point of contact support for and to embed/drive new sales initiatives or programs to the end user.
- Contribute to the successful deployment of end user training & through life service/support (TLS) programs including but not limited to product/service manuals and service/training plans.
- Identify and evaluate emerging industry trends and state-of-the-art technologies; define user requirements, own the post-sale customer journey and service standards.
- Function as key stake holder and consultant in the Customer Experience impacting initiatives across the company, advising on prioritization and design and measures the outcomes.
- Provide leadership and coaching to direct reports to ensure high quality performance.
- Along with Product Category Management, responsible for driving UACs and DACs to ensure superior Customer Experience at all customer touchpoints, providing feedback to other departments to ensure optimized experiences and provide recommendations /improvements to other business areas.
- Participate in cross-functional strategic planning to propose and implement new customer engagement initiatives while rationalizing non-performing legacy programs.
- Meets the Customer Experience financial objectives by preparing annual budgets, managing expenditures while analyzing variances. Assist in driving global product profitability for the Customer Experience department including the Warranty control process.
- Support cross-functional teams such as Sales, Customer Service, Product Category Management, Engineering, Technical Service, Operations, Marketing, and external Channel Management to ensure best-in-class Customer Experience
- Work directly with Marketing Communications and Product Category Management to develop superior launch, customer retention and product end of life plan packages.
- The Customer Experience department will then work directly with Sales and Marketing to ensure flawless execution of launch packages.
- The ability to communicate and influence a wide variety of internal & external customers on Avon's Customer Experience.
- Drive a culture of continuous improvement by establishing, managing, and maintaining a highly functioning team where innovative ideas and solutions are encouraged.
Minimum Required Qualifications:
The Sr. Customer Experience Manager has experience in marketing, product category management, customer service and technical service of user worn equipment within Military, First Responder or Professional Industrial markets. Similar experience within Personal Protective Equipment (PPE) markets or Head Protection products and related regulations are a plus. Experience managing a multi-site team.
- Bachelor's degree required (Business Administration or Marketing preferred) or related professional work experience.
- Minimum of 5 years' experience of safety/health, first responder, industrial and military products.
- Experience managing technical products/services, from ideation, development, launch through post launch.
- Excellent teamwork and time management skill set.
- Demonstrated ability to meet or exceed assigned targets and deadlines consistently.
- Experience with cross-functional teams that include technical service, engineering, manufacturing, regulatory, product category management, sales, and marketing staff.
Preferred/Desired Skills and/or Experiences:
Proficiency working with Microsoft Office products (Excel, Project & PowerPoint), CRM and Order / Sales tools (Nectari. ERP systems including SAP, IFS and Sage X3
This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election.
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election.
Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).
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