Requisition ID: 942595
Store #: E05432 RXO CSAT STCLD
Position: Full-Time
Total Rewards: Benefits/Incentive InformationJOB DESCRIPTIONJOB SUMMARY:Reporting directly to the General Manager and on a dotted-line basis to the centralized strategy team, this role leads customer advocacy for a low volume of customer jobs or non-complex manufacturing processes and applications. This role is responsible for customer satisfaction, service recovery, and customer experience performance.
MAJOR DUTIES AND RESPONSIBILITIESLeadership- May lead and develop a customer advocacy team responsible for customer satisfaction, service recovery, and customer experience performance within the lab.
- Serve as a customer advocate by partnering with operations, quality, and support teams to improve customer outcomes and operational performance.
- Partner with lab leadership to identify customer service, quality, and turnaround time issues, prioritize improvement opportunities, and support implementation of corrective actions.
- Use customer feedback, operational metrics, and business data to identify trends, recommend improvements, and support decision-making.
Data Analysis and Reporting- Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans.]
- Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
- Prioritize customer experience initiatives. Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements.
Quality Management- Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab.
- Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change.
- Support training programs/operational programs to address quality gaps and elevate customer experience.
- Understand quality/tolerance expectations for any specific customer/job types.
- Set targets for customer issue resolution times and monitor performance against those goals.
Turnaround Time Management- Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency through internal collaboration and customer management.
- Identify underserved customers and implement special attention process to improve customer turn time and document findings and root cause.
- Set targets for customer issue resolution times and monitor performance against those goals.
- Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution.
- Proactively communicate with customers regarding expected resolution times and keep them updated on progress.
- Ensure turn-time opportunities around certain products/customers/job types are clearly assessed, communicated, and worked in collaboration with the centralized supply chain/program management team.
Basic Qualifications- High School diploma/G.E.D.
- 3+ years of experience with leading others; manufacturing, optical, or related environment; customer service
- Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
Preferred Qualifications- Bachelor's in Business or related field.
Pay Range: 71,533.67 - 90,422.67
This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
