Customer Experience Manager - ESP International

Strategic Importance of this Role

The Sales Manager has a pivotal role with total responsibility for the design of the Sales process and day-to-day performance of the Sales team.  The order fulfillment process (OFP) and new product development (NPD) goals are owned by the Sales Manager. 

For NPD, the Sales Manager understands Superior Tube Products’ Differentiating Value (DV) and uses that DV to enhance customer relationships and create scalable growth.  The Sales Manager uses manufacturing capacity utilization data to drive the Marketing team to focus on key areas of future sales.  The Sales manager filters project activity to align to our DV and qualifies projects for success limiting internal resource utilization to a high probability of success projects.  The Sales Manager maintains a project pipeline and process control for NPD from quote initiation to PPAP approval.

The Sales Manager OFP responsibilities encompass leading the Customer Experience (CE) team in external communications, data management, and maintaining customer demand, delivery dates, and pricing information. The Sales Manager drives a customer-centric culture, inspires the CE team, and promotes collaboration and continuous improvement.  The CE team plays a crucial role in delivering on-time and accurate communications internally and externally to enhance customer satisfaction and loyalty.  Measuring customer satisfaction via Net Promoter Score (NPS), the CE team’s efforts will build strong, enduring customer relationships. The Sales Manager’s expertise, leadership, and passion for continuous improvement delivering automation of repetitive processes will lead the CE team to exceed customer expectations, setting new industry standards and maintaining STP’s leadership in the market.

Essential Duties and Responsibilities and Leadership Competencies

Sets Inside Sales Strategy

• Develop and implement inside sales strategies that align with the company's overall business objectives, ensuring that they are customer-centric and effective.
• Prepares and analyzes monthly Customer scorecards and communicates results to Sales and adjusts service strategy priorities as needed.
• Implements New Product Development strategies according to STP’s long term strategy initiatives.  Develop expert level understanding of our Differentiating Value and management of repeat business to free internal resources for NPD.
• Define the requirements to reach >20% YOY growth  

Maximizes Value Proposition for Customers and Company

• Partners with Sales in communicating the Company’s differentiating value proposition to Customers; joins Sales on Customer Visits as necessary.
• Identifies and champions improvement to minimize costs for customers and maximize profit for the Company.
• Performs margin analysis on a daily, weekly, and monthly basis to identify and mitigate price erosion and maximize account profitability.
• In conjunction with Sales, create, negotiate, and execute LTS (Long Term Agreements) with Customers regarding service, delivery, quarterly pricing, and inventory levels.
• Manages Inside Sales Engineering to develop, manage, and coordinate the transition of new projects from customer quote generation through the acceptance and development process to full transition into Production.

Exceeds Customer Expectations

• Develop a comprehensive customer experience strategy aligned with the company's mission and goals, emphasizing the goal of exceeding customer expectations.
• Measure customer satisfaction using the Net Promoter Score (NPS) and other relevant metrics. Develop and execute strategies to improve NPS and overall customer satisfaction.
• Collaborate with various departments, including sales, materials, product development, production, and quality to ensure a consistent and seamless customer experience across all interactions.
• Provide training and development opportunities for employees to equip them with the skills and knowledge required to meet and exceed customer expectations.
• Utilize data analytics to identify trends and patterns in customer behavior, helping to make informed decisions about improvements in the customer experience.
• Develop strategies for personalizing interactions and communications with customers to make them feel valued and appreciated.
• Establish effective processes for handling customer issues and complaints, ensuring swift resolution and customer satisfaction recovery.

Demand Management

• Oversee the process of managing customer demand, including forecasting, and processing firm orders. Collaborate with sales, production, and supply chain teams to ensure customer demand is met efficiently and on time
• Ensure accurate and timely order acknowledgments are sent to customers, providing them with clear communication about delivery dates and commitments.
• Create and maintain pricing information related to quarterly price agreements with customers. Work with sales and finance teams to ensure pricing accuracy and compliance.
• Monitor and react to profitability projections, identifying variances versus standard. Collaborate with finance and operations teams to implement corrective actions and enhance profitability.

Maintains Quality Standards

• Embraces Quality Management System in all activities.
• Applies internal quality policies in support of Company’s mission and customer standards.
• Assists in documenting and driving resolution of customer concerns and complaints.

Leads Lean Initiatives to Drive Efficiencies 

•  Champions a lean culture through continuous improvement and elimination of waste through the 2 Second Lean initiatives. 

Maintains Professional & Technical Knowledge 

• Attends educational workshops and networking opportunities. 
• Reviews professional publications.  

Accountability  

• Strong conflict resolution skills and leadership experience. 
• Takes ownership and responsibility for assigned tasks, ensuring timely and accurate completion. 
• Demonstrates a proactive approach in problem-solving and decision-making being accountable for the outcomes. 
• Maintains regular and consistent attendance, minimizing unplanned absences or tardiness. 
• Notifies the supervisor or appropriate personnel in advance of any planned absences or request for time off. 
• Maintains a high level of transparency and integrity in all work-related activities. 
• Builds a reputation for dependability and trustworthiness through consistent performance and reliability.  

To perform this job successfully, an individual must be able to accomplish each essential job function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Competencies and Native Genius

Organizational Savvy: Operates within the organization’s formal and informal structures while building allies and relationships across departments. Uses allies to build consensus and create results. Is appropriately diplomatic, understands others’ roles and perspectives, and can sell projects and ideas across the organization.

Decision Making/Judgment: Recognizes problems and responds. Systematically gathers information and can sort through complex issues. Seeks input from others, addresses root cause of issue, and makes timely decisions. Can make difficult decisions and uses consensus when possible. Communicates decisions to others.

Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.

Interpersonal Skills: Flexible and open minded, builds strong relationships, negotiates effectively, has good listening skills and solicits performance feedback while handling constructive criticism.  Masters communications in customer selling interactions effectively promoting our DV and filtering projects for a high level hit rate of success.

Sense of Urgency: Prioritizes well. Shows energy. Reacts to opportunities. Instills urgency in others. Meets deadlines. Stays focused under pressure. 

Qualifications

Education & Experience:

Bachelor’s degree in business from college or technical school and five years of related experience and/or training; or equivalent combination of education and experience. Familiarity with pressure situations and how to handle them in a professional business manner is also required.  

Tech Skills:

• Advanced computer skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems.
• Proficient in Enterprise Resource Planning (ERP) systems.
• Ability to interpret customer component drawings and specifications.
• Critical Thinking: Able to display high level reasoning skills to solve multiple, complex situations.

Other Skills:

• Language: Ability to read and interpret complex documents such as financial statements, contracts, and procedure manuals.  Possesses high level business writing skills.  Ability to speak effectively before groups of customers or associates of STP.
• Quantitative: Ability to work with mathematical concepts such as probability and statistics. Ability to apply concepts such as fractions, percentages, ratios, graphs, and proportions to practical situations.

Cultural Fit – Company’s Core Value and Behaviors

Personal success is not solely determined by external factors, but rather, it is greatly influenced by your own actions, mindset, and choices. To positively impact your own success, it is essential to take ownership of your goals, aspirations, and development.

At Superior Tube Products, we believe in the power of living our core values. By embracing our core values, we unleash our collective potential, drive innovation, and create a positive impact on our customers, coworkers, and the world around us. Together, we will strive for excellence, embrace diversity and inclusivity, promote integrity and transparency, foster collaboration and teamwork, and continuously learn and grow. By living our core values, we not only inspire each other, but we also inspire those we serve. Together, we can make a meaningful difference and achieve extraordinary success.

In every project and interaction, I will choose to make a conscious effort to embody these values and lead by example. These values and behaviors are not just ideals to aspire to, but fundamental drivers of success and excellence. I am committed to embracing the core values and THRIVE.

Critical Drivers

Key Performance Indicators