Customer Experience Manager (Administrative)

Job Summary: Responsible for implementing product, process, training materials and management for NORD Gear's Customer Experience Team to ensure outstanding customer service to promote sales growth.

Essential Duties & Responsibilities:

Collaborate with the Sr. Customer Experience Manager to develop and implement strategies that align customer satisfaction with corporate objectives.
Lead and mentor supervisory and employee teams.
Exhibit strong leadership skills to help the company achieve its goals and continuously improve customer satisfaction.
Training and Development collaboration with the CX Training Supervisor:

Develop onboarding and training curriculums.
Develop and deliver training programs to the Customer Experience team and other departments as needed.
Provide training materials and support for the Customer Experience Manager in McKinney.
Implement and train ISO procedures and develop strategies to continuously improve the quality and accuracy of customer service and order entry activities.
Support implementation and training on new technologies and tools to enhance the efficiency and effectiveness of the Customer Experience Team.

Establish processes and controls to ensure company procedures are implemented and enforced.
Promote positive cross-departmental relationships to ensure efficient communications within NORD departments.
Develop strategies in collaboration with sales, operations, and the export department to ensure NORD has the necessary inventory and tools to meet customer needs.
Uphold high ethical standards in customer dealings and protect NORD's interests in all commercial transactions.
Actively engage in the company's quality, efficiency, and cost-saving programs.
Foster a work environment that is clean, safe, and environmentally friendly.
Perform other duties as assigned.