The Customer Experience Manager plays a pivotal role in ensuring that Phantom provides an exceptional level of customer service, overseeing the customer journey, from ordering process to product support, and management of customer sales and warranty claim programs.
Requirements
- Responsible for the operational requirements of Order Fulfilment and Product Technical Support areas within the company
- Support the creation and implementation of annual strategic plans for the Customer Experience department
- Recommend, implement & maintain the customer service philosophy, processes and standards.
- Act as the Voice of Customer champion between our customers and Phantom and maintain an effective and efficient two-way flow of all pertinent information.
- Customer Service Excellence
- Establish and foster a culture that prioritizes exceptional customer service within our established definition of the Phantom Experience while pursuing the goal to being ‘Easier to Do Business With’
- Develop and implement strategies that ensure our customers receive the highest level of service possible and continuously enhance the customer experience.
- Monitor customer satisfaction metrics and feedback, identifying areas for improvement and driving customer-centric initiatives.
- Responsible for and act as first point of contact for end-consumer queries and complaints whether product or distributor-related
- Improve tracking and analysis of customer issues to understand trends etc. related to product implementation or technical issues, direct from distributors.
- Execute Phantom’s pricing philosophy and pricing decisions (product and freight), extending reasonable goodwill gestures to right any wrongs and managing the customer mulligan program to defined parameters
- Collaborate with cross-functional teams, working to streamline and optimize the product ordering process from product catalogue, pricing, ordering platform, shipping & logistics, and after-sales service and support, to provide customers with a seamless and effortless experience.
- Customer Sales Claim Management
- Manage and improve the customer sales claim process which aligns with our Customer Experience philosophy.
- Ensure that customer complaints and concerns are handled efficiently and effectively and inform the organization to effect correction and prevention.
- Train and mentor the customer service team, equipping them with the necessary skills to manage and resolve sales claim issues to the delight of our customers, ultimately improving customer retention.
- Collaborate with relevant stakeholders, to investigate and resolve complex or escalated sales claim cases, ensuring fair outcomes for all parties involved.
- Warranty Claim Process Management
- Acting as the champion Voice of the Customer, ensure incoming feedback on Product and Installation concerns are dealt with in a timely and appropriate manner and communicated to the right parties, including the Quality Review Board
- Collaborate with the internal Quality Review Board team members and quality assurance teams to identify and address recurring warranty issues, allowing us to improve product reliability and ultimately enhance customer satisfaction.
- Responsible for timely, accurate and solution-focused communication to our customer base for all product warranty issues.
- Establish and maintain a comprehensive warranty claim process.
- Ensure that customer warranty claims are handled promptly and resolved in a timely manner.
- Provide guidance and support to the customer service team, to ensure that warranty claims are managed in compliance with company policies and procedures.
- Order Fulfillment
- Management of the team that administers distributor orders, scheduling and communicating fulfilment and Order and shipping queries (i.e. chasing emergency questions).
- Ensuring the Orders Helpdesk is available at the times reflective of our Distributors’ needs.
- Work closely with the Business Development team supporting end-consumers.
- Product Technical Support
- Oversee the product technical support team, ensuring that customers feel their inquiries and issues are heard and responded to with stellar two-way communication, being resolved promptly and effectively.
- Collaborate with the Product Management and Development leaders to ensure members of the organization learn and maintain the appropriate level of product knowledge required for their role.
- Responsible for the creation of a Product, Installation & Quality Training Certification program (Produce training videos and supporting documents).
- Responsible for delivery of all Distributor training.
Benefits
- Comprehensive training program
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Competitive salary and benefits package
