This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11879054
Description
Our most important asset is our people. Who we are, what we do, how we
do it and why we are passionate are all centerpieces of why we succeed.
We are proud to be recognized:
- Among America\'s Best Midsize Employers by Forbes in 2021 and 2022
- As one of Chicago\'s Best & Brightest Companies to Work For in 2022
- As a Chicago Tribune Top Workplace 2022 and 2023
As the Customer Experience Manager, you will identify, lead, and
execute cross-functional projects with a keen focus on delivering an
exceptional end-to-end experience to our customers. You will also drive
continuous improvement efforts that align with Fellowes\' strategic
goals and deliver greater, measurable value to our customer community.
Lastly, this role will nurture a culture of high-performing,
team-oriented, continuous improvement focused individuals providing
meaningful contributions to our business, partners, and customers.
We operate in a hybrid work environment, which includes remote days
on Mondays and Fridays, and in-office days on Tuesdays, Wednesdays and
Thursdays.
In This Role, You will
- Quickly acquire robust knowledge of product, process, and customer
success metrics
- Identify and drive activities to improve customer centricity,
experience, satisfaction, and loyalty to Fellowes Brands
- Contribute to a variety of cross-functional initiatives to ensure
that a strong customer success mindset is embedded in our people,
process, and technology solutions
- Ensures service policies and practices align with customer
requirements and overall organizational objectives
- Actively engage in problem-solving opportunities, particularly when
there is a risk to customer satisfaction, and influence a solution
that will provide a positive customer experience
- Partner with other functions to prioritize and manage exceptions to
achieve the greatest outcome for our customers
- Anticipate customer needs and proactively tailor process,
escalation, and communication strategies to achieve customer
expectations
- Conduct and publish annual customer success surveys/audits to
measure current customer success and plan, prioritize, and implement
high-impact continuous improvement strategies
- Develop customer outcome and satisfaction scorecards
- Support Customer Service, Sales, and Operations leadership by
providing mentoring, development, and motivation toward a common
goal of exceptional customer experience
What You Bring to the Team:
- Associates degree preferred with 3+ years of related work experience
within a manufacturing work environment; contract
furniture/architectural experience a huge plus!
- Demonstrated proficiency in the use of business software such as
Microsoft Office, (including intermediate Excel skills), Salesforce,
Oracle, etc.
- Excellent communication skills with an aptitude for negotiation and
diplomacy
- Ability to prioritize and complete work in a fast-paced environment
- Self-driven and proactive, always looking for ways to optimize
efficiencies while focused on customer experience and satisfaction
- Solid analytical, investigative, and problem-solving skills
- Ability to travel - 15%
*Fellowes Brands - A Family Business Since 1917\
*For over a century, Fellowes has been committed to positively
impacting people th\
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Fellowes Brands is an Equal Opportunity Employer and does not
discriminate against any applicants for employment based on their race,
color, religion, sex (including pregnancy, sexual orientation, or gender
identity), national origin, age, physical or mental disability, genetic
information, veteran status, uniformed se vice member status, or any
other status protected by law.