Customer Experience Manager (Onsite) – Performance Film Solutions – Largo, FL

Why do we need you ?

The Customer Experience Manager is a key member of the Americas Leadership Team, responsible for shaping and executing business strategies that enhance customer experience and business integration. This role involves directly overseeing the U.S. customer service organization, driving improvements in customer management quality and activities. Additionally, the manager indirectly influences supply chain processes and material management to enhance customer satisfaction. They are also responsible for ensuring compliance with export control laws for all Solar Gard products in the U.S. and South America. The manager leads a team of functional leaders, including the Customer Experience, Branch Manager in Phoenix, AZ, and regional support staff in Largo, FL to ensure that customer service and warehouse teams adhere to best practices and achieve departmental and company objectives. This role is crucial for supporting growth by enhancing customer experience, optimizing supply chain operations, and integrating business activities.

Essential Functions of the Role:

Customer Experience: Lead the U.S. customer service team, with indirect oversight of LATAM, to improve customer management and service quality. Implement initiatives to maintain high service standards and ensure timely, consistent product delivery. Build strong partnerships with internal/external stakeholders to achieve key objectives. Maintain professional relationships with customers, providing technical support when needed, and develop standardized policies and procedures across U.S. Service Centers, focusing on A/R, freight collections, warranty policies, and inventory control.

Customer Services & Supply Chain: Foster continuous improvement within supply chain to enhance customer experience. Ensure that shipping and freight collection procedures at U.S. Service Centers comply with company policies. Lead team of functional leaders, including Branch Manager in Phoenix, AZ, to ensure best practices and alignment with department and company goals. Oversee A/R collections for USA and LATAM, process credit card transactions with proper backups, and meet annual budget targets while staying flexible to solve problems and meet customer needs.

Customer Relationship Management: Provide feedback to customers and U.S. Service Centers, managing business and process integration according to priorities. Generate monthly reports on departmental operations, highlighting areas for improvement and success. Ensure compliance with ISO procedures and company policies, guiding Customer Service Staff accordingly. Investigate and resolve order issues, maintain up-to-date dealer database for future promotions, and develop new strategies and training to deliver excellent customer service. Manage challenging situations professionally and promote a positive team atmosphere.

Team and Organizational Development: Coach, mentor, and develop direct and extended team, creating and monitoring individual development plans to address skill gaps. Facilitate cross-functional team initiatives, fostering a customer-focused mindset and clear communication among all team members. Maintain accurate employee records, including attendance, and provide HR with necessary documentation. Conduct all business activities safely and respectfully, in line with Saint-Gobain Principles of Conduct & Action.

Is this job for you ?

Essential Requirements for the Role:

• Possess Bachelor’s degree in business management, Marketing, or a related field.
• Minimum ten (10) years’ minimum work experience in direct industry sales management and operations management.
• Exhibit exceptional interpersonal skills, as well as strong verbal and written communication abilities.
• Exhibit exceptional leadership skills, possess strong communication and influencing skills, and problem-solving skills.
• Demonstrate a compelling ability to influence and persuade others effectively.
• Display a remarkable capacity to multitask proficiently at a high level.
• Possess a proficient working knowledge of Microsoft Office Suite.
• Accompany sales representatives for training sessions, customer visits, distribution centers. Participate in industry events. Up to 50% travel, with a strong emphasis on onsite presence.

To make sure nothing is forgotten

Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position, which is $99,900 to $154,800 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 13% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $112,887 – $174,924. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

Employees have the flexibility to choose the benefits that best fit their individual needs.

Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.

• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave

Retirement and Protection – Helping to make the future life you want a reality.

• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance

Additional Benefits – Helping shape the experience and impact you want.

• Commuter Benefits
• Group Legal
• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child & Elder Care
• PerkSpot Employee Discount Program

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

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