Customer Experience Manager

Customer Experience Manager

Location: Monroe, WI

Job : 2434

# of Openings: 1

Scope of the Position: Manages customer experience by administration of warranty support programs, service department, and OEM chassis tracking for the company. Directs and coordinates activities related to the installation, service, maintenance, and repair of products sold, leased, or supported by the company. Ensures customers receive timely, professional, and effective support while promoting strong customer relationships and a positive service experience.

Works collaboratively with internal departments, vendors, and service teams to resolve material or installation defects, OEM related issues, and service work while maintaining high levels of customer satisfaction.

Essential Duties:

• Maintain strong relationships with customers, vendors, internal departments, and service partners to ensure a high level of customer satisfaction.
• Process warranty claims in a timely and customer-focused manner.
• Open and manage warranty claims while accurately entering required customer, equipment, and service information.
• Open and manage service jobs and perform service writing administration.
• Coordinate scheduling of warranty and service work with internal service departments as needed.
• Communicate with suppliers and vendors to facilitate warranty claim resolution or service work and parts processing.
• Manage OEM chassis check-in process and maintain accurate records related to tracking and dealer issue resolutions.
• Identify trends and provide feedback regarding product quality trends, customer concerns, and scheduling challenges to leadership and quality teams.
• Assist other company locations by providing guidance, support, and information related to warranty and customer service processes.
• Attend meetings and collaborate with cross-functional teams as required.

Knowledge, Skills, and Abilities

Required:

• Proficiency with Microsoft Office products, with proficiency in Excel.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Communicate effectively in writing as appropriate for the needs of the audience.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving customers, internal company personnel, and suppliers in a calm and professional manner.

Position Characteristics:

Supervisory Responsibilities: Preferred Experience

Education: High School Diploma or Equivalent Experience

Experience: Product Warranty processing experience preferred;
Customer Service Experience Preferred; ERP Experience Preferred

Certification / Licensure: None.

Hours: Five day a week, 40+ hours per week schedule, as needed

• PPE: the company provides Personal Protective Equipment as required by OSHA, including hearing, eye, and head, as needed.
• Working with sharp materials.
• Heavy workloads with high noise levels (Up to and over 85 decibels).
• Fumes and exposure to chemicals.

Salary and Benefits:

• Competitive Wage
• Paid Time Off available on 1st day!
• 401K With Company Match
• Health Insurance
• Vision and Dental Insurance
• Life and Disability Insurance
• Flexible Spending
• Paid Holidays
• Uniform Rental Program
• Steel-Toed Boot Reimbursement Program

Work Environment:

Endure heat and cold conditions in the shop. While performing the duties of this job the employee is regularly exposed to fumes or airborne particles and risk of electrical shock. The employee is frequently exposed to moving mechanical parts, extreme heat, and vibration. The employee is occasionally exposed to wet and/or humid conditions; toxic or caustic chemicals; outside weather conditions.

Additional Responsibilities: This description should not be construed as a detailed description of all work requirements of the job, nor shall it be construed as giving exclusive responsibility for every function described.

EEO Statement

Monroe Truck Equipment, Inc. is an Equal Opportunity Employer and an affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.