Customer Experience Manager

Polaris Industries - Minneapolis, MN3.7

Full-timeEstimated: $56,000 - $76,000 a year
EducationSkills
JOB SUMMARY

The Manager will be responsible for building and leading the Customer Service function as part of the Customer Experience Strategy for the Commercial, Government & Defense (CGD) business. Our commitment to deliver a portfolio of solutions to our broad customer base in a bigger, better, and more focused way. We support this commitment by focusing on the entire lifecycle of our customer relationships. This includes putting our customers first and delivering world class customer service, responding quickly to customer issues and build customer advocacy that will improve our market position.

ESSENTIAL DUTIES & RESPONSIBILITIES
Maintain direct relationships with specific key accounts by maintaining a high level of customer service
Provide day-to-day leadership, coaching and guidance to a team of customer service representatives to achieve stated goals and metrics.
Ensure team members are effectively trained on new products, customers, programs and processes in order to deliver superior customer excellence
Partner with Supply Chain, Engineering, and Product Development to deliver Brand excellence and drive improvements in service, cost reduction and revenue growth
Achieve department metrics related to same day order entry, order accuracy and first call resolution; implementing corrective actions as necessary
Responsible for customer scorecard metrics and leading improvement throughout the team
Resolve inquiries arising from the customer issue escalation process; Back-up support during times of peak volume
Utilize Lean to implement process changes to improve the overall effectiveness of the Customer Service team
Provide ad hoc sales analysis support to sales team and category leadership

SKILLS & KNOWLEDGE
B.A/B.S. degree in Business, or related field, MBA preferred
4 - 5+ relevant experience required
Proven track-record of leadership; experience taking a Service team to the next level
Proven technical aptitude to understand products and communicate technical problems related to the products
Excellent communication and interpersonal skills for customer engagement
Customer focused - ability to balance customer needs with internal metrics
Self-starter and problem solver
Strong business acumen and ability to contribute to P&L management
Strong analytical skills
Excellent written and communication skills

WORKING CONDITIONS
Location: Medina, MN (Headquarters)
Standard office environment – extended periods of sitting required
Some travel required as needed