Customer Experience Manager

Job ID: 522837

Oldcastle® APG, a CRH Company, is North America's leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer's portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.

Job Summary

This position is responsible for overall leadership and supervision of customer experience representatives and customer interactions. Customer Experience Managers will ensure customers are serviced promptly and properly by training and managing staff effectively. This position operates as the key liaison between sales, operations, finance, and customers while maintaining a global view of the masonry, hardscape, and retail businesses. They are also responsible for cultivating a world class customer service culture as a platform for business growth.

Job Location

• This position is on-site and based at our Corporate Office in Irving, TX.

• Research problems reported by Customer Experience Reps (CXRs), sales representatives, or by customers
• Manage & participate in phone queue and customer service email boxes
• Assist CXRs in taking orders via phone and processing orders, as needed
• Check sales orders for accuracy and monitoring sales order processing
• Hire, train and provide ongoing support and coaching for CXRs
• Work diligently with customer experience staff to ensure prompt resolution of issues, complaints or incidents
• Assist CXRs in taking orders via phone and process orders as needed
• Promote communication across business functions
• Empower team to make good business decisions while servicing customer
• Develop meaningful relationships with customers to anticipate needs, capture feedback, and strengthen loyalty
• Develop solution-based approach to customer experience that embraces "yes"
• Train and measure CXR performance and output
• Review performance and attendance of CXRs
• Manage relationships between operations and sales departments
• Conduct SOX reports, STNI, Open order reports, Cash reconciliation and Voided Ship/Tix as needed daily/monthly
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed

• Bachelor's Degree or equivalent in related experience
• 4+ years' experience in Customer Experience/Service, Client Relations, Sales and Service, logistics, or related field
• Proven leadership success
• Good organizational and problem-solving skills
• Solid track record of delegation, resolutions and decision-making
• Detail oriented and ability to multitask a must for this dynamic and fast-paced organization
• Excellent communication skills, verbal and written
• Skilled in Microsoft Office suite
• Knowledge of the building products industry and/or manufacturing operation is a plus

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion