Customer Experience Manager, Returns

 Customer Experience Manager, Returns

What you will do

As a part of Clarios’ $2.2Bn North American Metals business unit, and under general direction of the Returns Supply Chain Manager you will be responsible for leading and executing customer order enablement and customer experience improvement projects for returned commodities to grow the business and improve margin. The Returns Supply Chain team is responsible for the end-to-end experience and execution of US battery returns, a key component of Clarios Circular Economy model. The Customer Experience Manager is a critical position within Clarios’ sustainability blueprint that ensures the company continues to be a business partner of choice with our internal and external customers.  

About the Group

The North American Metals business unit within Clarios leads the world’s largest closed loop recycling economy. Across our recycling network, we responsibly recycle over 8,000 batteries every hour of every day. We convert the lead into the grids, and oxides that go into our new batteries. We take the plastics and convert them into new battery cases, and we have the ability to process the acid for use in by-products such as ingredients for detergents.

As a result, automotive batteries are the most recycled consumer product in North America and other G7 economies. The recycling rates of lead-acid batteries now exceed 99 percent. That tops aluminum, paper, tires and glass.

How you will do it:

• Identifies and executes projects that improve both internal and external customer experience, including enabling customer order entry efficiencies and optimizing transportation costs.
• Creates new and leverages existing key performance indicators (KPIs), including days between order request and pick-up and percentage of successful pick-up counts to identify trends, inefficiencies, and areas for improvement.
• Partners with external customers and aligns with internal business partners to create and utilize customer journey maps that inform long term business decisions.
• Serves as a trusted advisor for customer needs and desired experience. Knows customer needs and how actionable projects improve their experience.
• Develops and presents PowerPoint decks to senior management on short-, medium- and long-term project progress and strategic outlook.
• Collaborates cross-functionally in a matrix organization to socialize and implement changes in processes and technologies.
• Provides training and guidance to stakeholders on new processes and tools, takes feedback from users to improve processes and Customer/User Experience.  
• Other duties as assigned. 

What we look for:

• Bachelor’s degree (or equivalent) in Supply Chain, Operations Management, Business, Finance, or equivalent experience
• Minimum 8 years of experience in customer experience process optimization, project management, or a related role.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Willingness to learn and constantly adapt to a changing environment.
• Excellent communication and interpersonal skills for effective collaboration.
• Experience with ERP systems such as SAP and Power BI, as well as Excel and PowerPoint.
• Knowledge of business process modeling and improvement methodologies (e.g., Lean, Six Sigma).
• Project management certification is a plus.

Working Conditions:

Position is hybrid and may require up to 10% travel. 

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What you get:

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, perks, and discounts
• Parental and caregiver leave programs
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide market share leadership
• HQ location earns LEED certification for sustainability plus a full-service cafeteria and workout facility

Who we are:
Clarios is the creator behind the world’s most recognizable car battery brands. We are the car battery found in most new vehicles including leading brands such as Ford, General Motors, Toyota, Honda, and Nissan. Our 16,000 employees develop, manufacture, and distribute batteries for virtually every type of vehicle. We recover, recycle, and reuse up to 99% of our battery materials, leading sustainability practices in ou