IDEAL INDUSTRIES, INC.

  • Customer Relations Manager

    Job Locations US-MA-Sterling
    Posted Date 1 month ago(5/21/2018 11:22 AM)
    ID
    2018-1864
    # of Openings
    1
    Type
    Regular Full-Time
    Shift
    1st
  • Overview

    IDEAL INDUSTRIES, Inc. has been propelled by the principles of its founder, J. Walter Becker, for nearly a century. Since the beginning, this family-run enterprise has been committed to building ideal relationships with its customers, employees and communities, creating some of the industry’s most innovative and trusted products along the way. This commitment to quality and service will continue to spur the success of IDEAL INDUSTRIES, Inc. and its family of companies, for generations to come.

    ANDERSON POWER PRODUCTS® (APP), a wholly owned subsidiary of IDEAL INDUSTRIES, Inc., is an industry leader in the design and manufacture of electrical power connectors. Anderson Power Products partners with leading edge companies to create innovative connector designs that leverage contact technology and high power expertise to provide superior value to the power electronics industry. Applications include leading edge technology and next generation power requirements in industries such as alternate energy (wind, solar, fuel cell), datacenter and server power supply design and electrical distribution, electric vehicles, LED lighting, and battery charging.

     

    SUMMARY OF POSITION
    The Customer Experience Manager provides leadership and direction to the Customer Service, Inside Sales, and Technical Support functions to ensure the highest level of customer satisfaction and loyalty, and generate meaningful sales leads for the Anderson Power sales teams to pursue and grow revenue.

    Responsibilities

    PRIMARY RESPONSIBILITIES:

    • Manage a team of 5-10 employees locally and remote, including training and development.
    • Responsible for working cross-functionally to ensure consistent and efficient customer service and order management processes.
    • Develop and monitor KPIs to evaluate, analyze, and maximize performance in Customer Service and Inside Sales.
    • Responsible for overall customer satisfaction in the setup of new customers, responding to customer’s inquiries or complaints regarding company’s products or services, and technical support.
    • Meet and exceed established sales lead quotas.
    • Manage Inside Sales Representatives performance to motivate and enhance effectiveness to achieve monthly/quarterly forecasts.
    • Directly address customer escalations as needed.
    • Establish and monitor goals and metrics for the department, and provide department level reporting as needed.
    • Perform other related duties as required.

    Qualifications

    • Bachelors degree in Business or technical field and a minimum of 5 years of functional experience (preferably in a manufacturing or distribution field), with at least 2 years managing direct reports (OR) equivalent combination of education and experience.
    • Technical aptitude and ability to communicate well with customers across all levels.
    • Experience managing customer service and inside sales required.
    • A strong focus on exceeding customer expectations.
    • Strong quantitative, analytical and conflict resolution abilities.
    • Strong written and verbal communication skills.
    • Must be proficient with MS Office.

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