Customer Experience Manager

Date: Mar 25, 2023

Location: Rolla - Missouri, US, 65559

Company: Heraeus

Customer Experience Manager
Location Rolla - Missouri
Full Time

Imagine a job where you will have the opportunity to do exciting and challenging work while collaborating with extraordinary colleagues. A company that invests in you and your career, providing the training, mentoring, development, and support you need to be successful now and in the future. If you want a career without limits with a broadly diversified and globally leading family-owned technology company where you can make an impact, then imagine an opportunity at Heraeus. Every day, our worldwide team of around 16,200 employees brings forward new ideas and solutions that are impacting and transforming everything from healthcare and renewable energy to e-mobility, high-tech, and telecommunications.


The following challenges await you:
•    Govern the day-to-day office operations to ensure the team is delivering on objectives and expectations.  Set goals, timelines, action plans – and meet critical business deadlines.
•    Measure and oversee staff – to ensure business continuity, to manage performance, to develop and mentor team members.  Recruit and train for new positions.  Develop training plans.
•    Monitor and report on KPIs – order/service metrics, on-time delivery, fill rates – manage to deliver 99% on key metrics.

Customer Experience:
•    Responsible for placing and monitoring orders submitted from customers and/or sales reps.
•    Manage all outbound customer orders, including processing in ERP system; responsible for order accuracy, timeliness, confirmations, tracking, and other information as requested.
•    Fulfill standard orders and requests; coordinate new/non-standard requests with appropriate team members.  Further responsible for returns, credits, bill and replace, stock replenishments.


Customer Operations:
•    Provide leadership and support for Logistics & Operations people and processes.
•    Develop OTC process, standards of excellence for inventory management, customer onboarding.

Your Profile:
•    College degree in a relevant field
•    Previous people leader/manager
•    8+ years experience in customer service, logistics, operations with 5+ years’ experience as an office manager/supervisor, people leader, customer service management, project manager
•    Experience in healthcare or medical device industry is a plus
•    Excellent organizational abilities
•    Ability to develop and implement new processes as well as drive efficiency and improvement
•    Outstanding communication and people skills, both written and verbal, English language
•    Basic knowledge of industry’s legal rules and guidelines


Nearest Major Market: Springfield