Mgr, Customer Satisfaction

Essendant   •  

Deerfield, IL

Less than 5 years

Posted 211 days ago

This job is no longer available.

Job Details


Major Responsibilities:

• Maintain a positive customer relationship by providing sales and support opportunities to enhance customer experience, grow customer’s business and ensure profitability

• Support development of KPIs and project dashboards to monitor and analyze key performance metrics, with clear action items and accountability to identify and resolve issues, and ensure customer expectations and performance targets are met or exceeded

• Drive performance improvements by conducting root cause analysis, identifying and coordinating solutions cross functionally for issue resolution, meeting customer expectations and business requirements

• Synthesize business problems, identify systematic and process resolutions options, define outcomes

• Lead project management activities – develop, execute and manage detailed project plans – related to process improvement initiatives, implementations, and problem resolutions; Manage stakeholder and Customer expectations around project timelines and deliverables

• Coordinate and communicate effectively with all stakeholders, developing presentation materials as needed, providing status updates for all customer initiatives, performance improvement and/or issue resolution plans, to effectively implement new program opportunities and/or execution of root cause issue resolution

• Demonstrate business acumen by understanding the customer’s business model and developing tools and programs to help them grow

• Monitor customer requirements, customer Portal (Vendor Central) and all account settings regularly

• Create and maintain customer profile and specific documentation on all tailored services, account settings and process requirements in centralized repository with regular review and updates

• Occasional travel to FSC and as per Customer’s request

  • Understands and demonstrates Essendant’s Core Values.

• Performs other duties as assigned.

Skills/Knowledge Required:

• Strong project management and facilitation skills including the ability to initiate a specific project, maintain project trackers and timelines, accountability, provide suggestions and recommendations to bring project to completion

• Strong critical thinking skills with the ability to thoughtfully identify challenges, gather, analyze and interpret data, assess information to generate solutions and effectively communicate and resolve escalated customer issues and deliver an improved customer experience

• Exceptional organizational, analytical problem solving skills; ability to effectively deal with ambiguity

• Ability to work in a deadline-driven, multi-tasking environment with multiple stakeholders and agendas

The above stated duties are intended to outline those functions typically performed by incumbents in this position. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of management to assign other duties or responsibilities as necessary.

• Ability to analyze, understand and document customer needs

• Demonstrated initiative to deep-dive and investigate potential root causes to challenges at hand

• Ability to balance urgency and decisiveness throughout each customer interaction/need

• Ability to manage assigned responsibilities independently, or execute effectively within a team

• Excellent interpersonal, oral, and written communication skills, including the ability to collaborate with all levels of management and customers

• Proficient in Microsoft tools; Knowledge of ESND systems like Hyperion a plus

• Ability to develop constructive and cooperative working relationships with others, and maintain them over time

• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations

Education and Experience:

• Bachelor’s degree in Business, or a related discipline required

• Minimum three years of experience in project management, sales manager role or consulting a plus