Customer Experience Manager at Overhead Door Corporation in Lewisville, Texas

Job Description:

The Division:

At Horton Automatics, we strive to take the very best care of our customers. Horton Automatics is a leader in the industry with state-of-the-art pedestrian entrance solutions for industrial, commercial, healthcare, security, and retail use. Horton Automatics' products are installed in restaurants, hospitals, airports, hotels, casinos, government buildings and a variety of other locations worldwide. Based in Texas, Horton Automatics services the commercial and industrial markets through an established distributor network .

The Customer Experience Manager will provide outstanding customer service to our customers by implementing effective customer service procedures, developing solutions to opportunities presented by our customers and working with marketing and operations to develop and implement customer satisfaction goals.

This role works closely with our customers, sales team, and internal operations to help ensure alignment on product specification and delivery needs. The successful leader in this position will be passionate about anticipating the needs of our customers and taking care of stated needs. This is a highly visible position that must build internal and external relationships to provide outstanding customer service. Excellent communication and proactive problem-solving skills are key to establishing goals, implementing effective customer service procedures, developing robust processes, and working cross functionally to provide meaningful solutions to opportunities presented by our customers.Position Requirements:

• Leads with an absolute passion for ensuring a great customer experience with every contact


• 5+ years of working experience in leading and developing a team of Customer Care professionals.


• Experience with Customer Relations Management Software, Oracle CX preferred


• Experience creating comprehensive, end to end training programs


• Exceptional written and verbal communication skills and the ability to pass down information and instruction with great clarity


• Demonstrated ability to identify key process inputs and develop robust processes to improve performance outcomes.


• The ability to gather, conduct, and evaluate data, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings


• Developed and effective listening skills


• The ability to work both independently and as part of a team


• Take a personal sense of responsibility for group performance, handle multiple simultaneous projects, and have a strong work ethic working under minimal supervision


• An ability to influence cross-functionally and form strong relationships with colleagues outside of your immediate team


• Strong organizational skills - you thrive in fast-paced and dynamic environments; you demonstrate a methodical approach to all your work

• Business to Business Customer Service experience with a technical and configure to order product offering.


• Leads with an absolute passion for ensuring a great customer experience with every contact


• 5+ years of working experience in leading and developing a team of Customer Care professionals in a related environment.


• Experience with Customer Relations Management Software, Oracle CX preferred


• Experience creating comprehensive, end to end training programs


• Exceptional written and verbal communication skills and the ability to pass down information and instruction with great clarity


• Demonstrated ability to identify key process inputs and develop robust processes to improve performance outcomes.


• The ability to gather, conduct, and evaluate data, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings


• Developed and effective listening skills


• The ability to work both independently and as part of a team


• Take a personal sense of responsibility for group performance, handle multiple simultaneous projects, and have a strong work ethic working under minimal supervision


• An ability to influence cross-functionally and form strong relationships with colleagues outside of your immediate team


• Strong organizational skills - you thrive in fast-paced and dynamic environments; you demonstrate a methodical approach to all your work

• Primary responsibility is to create a seamless experience by identifying risks to delivery of quality product and championing the communication necessary to create an acceptable contingency plan for our customers


• Designing, developing and implementing continual learning programs to ensure customer representatives are knowledgeable of new product, user manual content and procedures


• Establish metrics and tracking mechanisms to build accountability, assess training effectiveness, measure results, evaluate trends, and optimize customer experience


• Focusing on hard and soft skill improvement and professional development of new hires and seasoned professionals


• Establishing standards governing customer interactions, designed to ensure that fast, accurate and meaningful responses to our customers is consistent across all product types.


• Participate in the new product development process to ensure voice of the customer is included in the decision-making process


• Engaging with our company's continuous improvement program and leveraging efforts to delight our customers


• Seeking out technology to establish best practices and enable valuable communication, appropriate data collection, faster problem resolution and improved customer interface


• Collecting, analyzing and managing tasks associated with understanding and improving COPQ


• Work cross functionally to identify opportunities and drive improvements


• Conduct customer visits to enhance the relationship between our Company and our Customers


• Perform other tasks as assigned by the leadership team

• Primary responsibility is to create a seamless experience by identifying risks to delivery of quality product and championing the communication necessary to create an acceptable contingency plan for our customers


• Designing, developing and implementing continual learning programs to ensure customer representatives are knowledgeable of new product, user manual content and procedures


• Establish metrics and tracking mechanisms to build accountability, assess training effectiveness, measure results, evaluate trends, and optimize customer experience


• Focusing on hard and soft skill improvement and professional development of new hires and seasoned professionals


• Establishing standards governing customer interactions, designed to ensure that fast, accurate and meaningful responses to our customers is consistent across all product types.


• Participate in the new product development process to ensure voice of the customer is included in the decision-making process


• Engaging with our company's continuous improvement program and leveraging efforts to delight our customers


• Seeking out technology to establish best practices and enable valuable communication, appropriate data collection, faster problem resolution and improved customer interface


• Collecting, analyzing and managing tasks associated with understanding and improving COPQ


• Work cross functionally to identify opportunities and drive improvements


• Conduct customer visits to enhance the relationship between our Company and our Customers


• Perform other tasks as assigned by the leadership team