Regional Customer Experience Manager
Posted 1
view
The Regional Customer Experience Manager leads and supports a regional team of Customer Experience Representatives (CER) to ensure exceptional customer experience, efficient order processing, clear communication, and strong cross-functional collaboration. This role collaborates with Sales, Technical Support, and Operations to ensure a seamless customer experience aligned with Triad’s service standards. This is a full-time position, M–F, 8:00 am – 5:00 pm.
- Directly supervise, coach, and develop a team of CERs, providing clear performance expectations, feedback, and professional development.
- Monitor daily customer experience activities, ensuring accurate and timely processing of orders, quotes, and customer inquiries.
- Act as a resource for escalated customer issues by providing resolution support with a customer-first approach and serving as the internal advocate for customer needs.
- Partner closely with Sales, Operations, Retail, Purchasing, and Technical Support teams to ensure customer needs are met efficiently.
- Oversee and improve processes related to order entry, pricing accuracy, customer communication, and complaint resolution.
- Track key performance metrics for the customer experience team, including order accuracy, response times, and customer satisfaction levels.
- Conduct regular team meetings to share updates, review performance, and provide training on processes, systems, and product knowledge.
- Participate in hiring and onboarding new CERs within the assigned region.
- Lead initiatives to drive continuous improvement in customer experience processes, helping to identify and remove bottlenecks.
- Support company initiatives around P21 utilization, Zendesk accuracy, and customer experience best practices.
- Maintain visibility to daily operations, assisting with order entry and customer inquiries when necessary to support team workload.
- Ensure adherence to company policies, procedures, and service standards across the regional customer experience function.
- Other duties as assigned.