Customer Experience Manager
3 weeks ago
Job Summary
The Customer Experience Manager will oversee the management of customer orders from placement to invoicing, ensuring 100% customer satisfaction through multiple channels. This role requires excellent communication and problem-solving skills to coordinate order flow activities across departments and geographical locations.
Key Responsibilities
- Provide high-level account management to customers.
- Manage customer orders from placement to invoicing through multiple channels.
- Work with demand management to satisfy customers' required delivery dates.
- Manage customer expectations by clearly communicating commitments and keeping customers informed of order status.
- Provide customer support for pre-order activities, including pricing, availability, and technical specifications.
- Ownership of customer feedback and queries, resolving issues proactively.
- Process customer orders, including promise dates, order entry, and collaboration with supply chain and operations.
- Ensure requested support meets monthly revenue targets.
- Process claims and product returns in line with Business Unit policies and initiate corrective actions.
- Coordinate cancellation requests with suppliers/customers to avoid discrepancies/excess inventory.
- Support and train distributors on order entry applications.
- Identify improvements using Lean Principles methodology.
- Liaise with plant to improve delivery dates.
- Respond to technical questions or refer them to appropriate functions.
- Evaluate customer issues requiring complex cross-functional resolution through the IR CAPA system.
- Represent Ingersoll Rand professionally and courteously to customers, ensuring service excellence and customer satisfaction.
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