Customer Experience Manager

A WORLD LEADER IN TESTING, INSPECTION & CERTIFICATION SERVICES

Bureau Veritas offers dynamic, exciting employment opportunities with an attractive salary/benefit package and an opportunity to play a vital role with a global organization. If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today.

Bureau Veritas is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, citizen status, sexual orientation, genetics, status as a protected veteran, or any other non-job-related characteristics.

This position is responsible to ensure equal opportunity in employment in that all persons are treated equally and on the basis of merit, in decisions regarding selection, placement, promotions, training, work assignments, transfers and other personnel actions.

City: Houston 

State: Texas

 

 Job Purpose:

The Customer Experience Manager primary responsibility is to improve customer relationships, meet expectations and ensure resolution to raised concerns. The Customer Experience Manager is the first point of contact for existing and pending customers from a key account management perspective. The role covers overseeing the establishment and process from Operations to Analytical Testing Departments.

Additionally, oversee and management of order fulfillment operations and all other aspects of customer service operations. The Customer Experience Manager will also be required to work cross functionally to ensure all company and department objectives are met.

Primary Duties:

• Serving as the primary point of contact for new and existing customers, improve customer service experience and facilitate organic growth

• Take ownership of customers concerns and follow problems through to resolution

• Oversee operational / analytical testing fulfillment, by being the liaise within operations and lab management to identify re-occurring issues find resolution

• Execute customer focused objectives and deploy strategies focused towards that mission

• Develop and maintain service procedures, policies and standards

• Keep accurate records and document customer service actions and discussions

• Analyze statistics and compile reports customer service performance

 

Skills / Qualifications:

• College or university degree or equivalent proven working experience

• 2 to 3 years’ experience in a business analysis or CRM management role

• 3 to 5 years’ experience in a customer service or call center management role

• Knowledge of Salesforce.com administration and/or development

• Proficiency in MS Word, Excel, Outlook, and PowerPoint (advanced/expert level preferred)

• Experience with Sales, Sales Systems, Sales Reporting and Sales Analysis

• Ability to identify problems and implement or recommend solutions

• Excellent attention to detail, organizational and prioritization skills

• Strong interpersonal skills to interface with employees and the management team

• Ability to work independently, prioritize tasks and follow through on all assignments / projects

• Awareness of industry’s latest technology trends and applications

• Excellent oral and written communication skills

• Strong analytical and research skills

• Ability to think strategically and to lead

• Strong client-facing and communication skills