Job description

Job Title: Customer Experience Manager

Classification: ​ Exempt

Requirements & Competencies:

Effectively manage and lead the Project Management Team and implement communication and technology processes to positively enhance the overall Customer Experience with Dealer Partners. Must have strong vision, leadership, and communication skills with the ability to drive a culture towards industry leading customer service. This position requires excellent communication, interpersonal, organizational, and analytical skills. Must be proficient in Microsoft Office, with AutoCAD, and Revit / BIM modeling experience a plus. Experience with Enterprise Resource Planning (ERP) systems a plus. Bachelor’s Degree required. Experience may be considered in lieu of degree.

Summary:

The Customer Experience Manager will oversee and assist the Project Management Team in the performance of their job duties such as responding to customer inquiries, resolving issues or complaints, and escalating concerns to the appropriate Regional Sales Manager. Daily attention will be given to the team to enhance the overall experience of our internal and external customers, while exhibiting a posture of excellence and leadership by example. Applicants are encouraged to present examples of how they have encouraged / created positive change when leading in a customer service environment, preferably in the building materials industry.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead model of World Class Customer Service to the Project Management Team.
• High visibility with team to ensure Customer Service initiatives are implemented daily.
• Hold Project Management (PM) team accountable to pre-determined response times to emails, phone calls, quote requests, order submission, shipping updates, etc.
• Create cross-training opportunities between PMs to ensure proper coverage.
• Serve as escalation point of contact for PM and Sales team to resolve Dealer Partner concerns.
• Serve as point-person on custom item requests, gathering information / pricing from appropriate functions to provide direction on feasibility and pricing.
• Liaison between PM and CAD teams to help problem solve and strategically implement initiatives to improve teamwork and accuracy
• Liaison between PM and Production team to ensure questions are answered on a timely basis and projects progress effectively.
• Liaison between PM and Accounts Receivable Specialist to ensure alignment with invoicing processes, change requests, recordkeeping, etc.
• Attend or delegate PM to attend weekly production meetings.
• Provide encouragement and support to the PM team to enhance productivity and job satisfaction.
• Conduct monthly 1:1 meetings with each PM team member to check in, receive ideas, provide direction and assess performance.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment:

Minimal travel may be required. Manual dexterity is required to use computers, and peripherals.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. While performing the duties of this job, the employee occasionally works near moving mechanical parts.

Arcadia Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Tucson, AZ 85747: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years experience do you have in Fenestration (Window & Door) Manufacturing?

Experience:

• Management: 1 year (Required)

Work Location: One location

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