Senior Customer Experience Manager - Lakeview Farms

Summary

Join Lakeview Farms as we expand our capabilities and enhance our market presence. As our Senior Customer Experience Manager, you will have responsibility for providing exceptional service to our customers and ensuring their needs are met, orders are processed efficiently, any issues are resolved promptly, and our customers are invoiced accurately. This role involves leadership of an evolving customer service and invoicing team and leading transformation within the function.

Duties and Responsibilities

• Client Relationship Management: Build and maintain positive, long-term relationships with customers, acting as their point of escalation on issues that cannot be resolved by CSR’s.
• Order Processing: Developing processes to accurately process orders, ensuring that they meet client specifications and are delivered on time.
• Issue Resolution: Handle customer inquiries, complaints, and issues by coordinating with internal departments (e.g., sales, logistics, and supply chain planning) to ensure swift and effective resolutions.
• Account Monitoring: Track and monitor account performance, analyzing trends to proactively address potential issues or areas for improvement.
• Reporting & Communication: Provide regular updates and detailed reports on order status, delivery timelines, and any account-related developments to both customers and internal stakeholders.
• Customer Feedback: Gather and relay customer feedback to internal teams, helping improve services, products, or processes.
• Cross-functional Coordination: Work closely with the sales and supply planning teams to ensure customer orders align with production schedules and inventory availability.
• Problem Solving: Anticipate potential issues or challenges with key accounts and develop contingency plans or solutions to avoid service disruptions.
• Database Maintenance: Oversee maintaining up-to-date client records in the Navision customer cards, ensuring that all information is accurate and comprehensive.
• Leading Transformation: Leading activities related to the department’s implementation of SAP and maturation of EDI capabilities.

Qualifications & Experience

• Education: Bachelor’s degree in business, communications, or a related field or equivalent experience in the Customer Service field is required.
• Experience: Previous experience in customer service, particularly in handling key accounts or high-volume clients, is highly desirable.
• Skills:
• Strong communication and interpersonal skills.
• Problem-solving abilities and critical thinking.
• Ability to manage multiple tasks in a fast-paced environment.
• Detail-oriented with excellent organizational skills.
• Proficient in CRM software, MS Office Suite (Excel, Word, PowerPoint), and order management systems.

Supervisory Responsibility

Responsibility for customer service and invoicing team.