Customer Experience Manager

Company Description

BlueScope Coated Products is one of the largest coil coating companies in the United States, with facilities across the country. With more than four decades of expertise providing painted metal coils and toll processing services for industries in the construction and consumer product markets, we pride ourselves on delivering premium quality, reliable service, and ongoing innovation to our customers. 

The Customer Experience Manager works independently and in accordance with the business unit strategic plan and annual budget. The position requires a self-directed, self-motivated person capable of generating action plans from corporate vision, values and behaviors and the business unit strategic plan.

The Customer Experience Manager (CEM) is responsible for supervising and leading Customer Experience Representatives across three locations, with accountability for a $1.5M payroll budget. The CEM provides leadership in managing the order fulfillment process from receipt of purchase order through production and shipment of order and claim resolution. The objective of the CEM is to ensure complete customer satisfaction by delivering on “Our Bond” (values) that states “Our customers are our partners”. The CEM serves as a constant example of excellence in commitment to customer satisfaction, safety, team effectiveness, and procedural conformity utilizing sound business practices.

This position reports to the VP General Manager. 

Key Focus Areas

• Monitor and progress customer service activities on claim investigation and resolution, aged order (finished goods) and paint investigation and movement, and backlog order management, communication of inventory concerns.
• Develop and sustain long-term relationships with key customers; be responsive and proactive in resolving complex customer issues or related business challenges.
• Champion issues such as customer complaints, outages, shortages/late coil deliveries and coordinate with managers across departments to achieve results to meet BCP objectives and customer expectations.
• Hire, train and manage customer experience staff. Lead and drive development of high-performance team focused on achieving objectives and goals, ensure direct reports are deploying the business plan for achieving profitable results. Train staff of documented procedures and work instructions.  Coach and measure individual and departmental performance against goals.  Provide coaching/training and drive individual and team development. 
• Participate in select teams to develop or support initiatives to improve product or service offer on internal processes (i.e. assist with the development, preparation, and the launch of initiatives).
• Assist Customer Experience team with paint line, slitting & embossing scheduling, making final decisions when a facility is over capacity to ensure we minimize the impact to our customers and provide BCP Operations with efficient schedules.

Required Qualifications & Experience: To be considered for this position, you must possess the following qualifications:

• Bachelor’s degree in a related field or equivalent relevant experience may be considered in lieu of a degree.
• Minimum of 10 years’ industry experience demonstrated project management success.

• Ability to travel 30% of the time.

Desired Qualifications: To be considered an ideal candidate, you should possess some or all of the following qualifications:

• Strong technical understanding of BCP processes, products, customers, and market dynamics.
• Demonstrated ability to drive execution of strategic plans and achieve business objectives.
• Proven track record of delivering measurable results.
• Extensive business acumen with a history of creative problem-solving and leading change in high-growth, fast-paced environments.
• Exceptional leadership and interpersonal skills, with the ability to effectively lead within a matrixed organization.
• Excellent communication skills, including verbal, written, and presentation capabilities.
• Demonstrated ability to influence and collaborate effectively at all levels of the organization.
• Sound judgment with strong problem-solving, negotiation, and conflict resolution skills.
  

Skills and Abilities

At BlueScope we believe in investing in our employees through our Leading at BlueScope Attributes.  Below are attributes that will key to your success at BlueScope:

• Creative Problem Solver – Seeks and leverages diverse perspectives; fosters innovation and creative solutions; finds smarter solutions and uncovers value.
• Builder of Customer Value – Seeks to know customers deeply; walks in the customers shoes; constantly thinks about adding value to customer relationships.
• Collaborative Partner – Seeks to understand; shares knowledge; builds/uses diverse networks for greater impact; uses a range of skills and approaches to influence others.
• Leader of People and Teams – Clarifies purpose; builds team identity and spirit; inspires team members to work together; is fair, transparent, and thoughtful about others.

Pay Range

$120,000 - $138,000

Additional Information
The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job.  It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job.  Associates may be required to perform other duties as assigned.  Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope.  To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long term disability, paid time off, and retirement. 

EEO: Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability.