Remote

Customer Experience Manager

Altium Packaging
tuition reimbursement, 401(k)
United States
Apr 08, 2025
Location Address: 123 Main Street, Atlanta, Georgia 30346 Work Shift: Salary Exempt (United States of America) Job Summary: The Customer Experience Manager is responsible for delivering exceptional customer experiences to Altium's highest-value clients. The Customer Experience Manager acts as a liaison between customers and internal teams to facilitate timely and accurate service, contributing to the overall success of the Customer Experience team. This role will be responsible for marshalling resources to solve customer problems and improve the customer experience while focusing on ensuring seamless order fulfillment, proactive communication, and effective resolution of customer issues. Customer Support and Communication: Assist in managing key accounts by ensuring customers receive their products as ordered, addressing any discrepancies promptly. Maintain clear, timely, and effective communication with customers to prevent surprises and manage expectations regarding Altium's performance. Support the team in representing customer interests internally, advocating for necessary actions and decisions related to freight, product quality, delivery, and billing. Order Monitoring and Issue Resolution: Monitor order status and production progress to ensure timely fulfillment of customer demands. Identify and escalate potential supply disruptions or quality issues to the appropriate teams for quick resolution. Assist in the preparation and distribution of customer updates, including any schedule changes or anticipated delays. Collaboration with Cross-functional Teams: Work closely with sales, operations, logistics, and shipping teams to align customer requirements with internal capabilities. Participate in cross-functional initiatives to address and resolve operational challenges related to inventory control and shipping processes. Customer Loyalty and Improvement Initiatives: Support the development and implementation of methods to measure and enhance customer loyalty, aiming to reduce churn and grow share-of-wallet. Assist in tracking customer satisfaction metrics, such as Net Promoter Score (NPS), and contribute to initiatives aimed at improving these scores. Internal Communication and Process Enhancement: Facilitate effective communication between Operations, Logistics, Shipping, and Customer Service teams to ensure coordinated efforts in addressing customer needs. Help identify gaps in communication and support the creation of systems for real-time updates and proactive decision-making. Required Education and Experience Must have experience working in a business-to-business capacity with responsibility for interacting with customers and resolving issues 5+ years' experience in customer service Excellent organization and time management skills Sound judgement and ability to use discretion to make key decisions Bachelor's degree Experience utilizing enterprise systems such as ERP, CRM Strong communication skills Strong customer service orientation, a desire to help others, and action-oriented personality Demonstrated ability and comfort in dealing with multiple priorities simultaneously, while maintaining an appropriate sense of urgency, and focus under pressure. Skilled at resolving questions and problems in a confident and informative manner, using sound judgement and problem-solving skills. *Altium Packaging, Our Culture Differentiates Us!* We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers. *Our Guiding Principles* Act with Integrity & in Compliance Drive Value Creation Be Disciplined Entrepreneurs Focus on the Customer Act with Humility Treat others with Dignity and Respect Seeking Fulfillment in your Work We Believe in Rewarding our Most Important Resource - Our People! We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community. EEO Statement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Take your career to the next level at Altium Packaging!