Customer Experience Manager
: Job Details :

** Customer Experience Manager**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO002270 Showing 1 location **Job Details**

**Description**

**WHY JOIN THE AMES COMPANIES**

Our employees are our greatest assets, that is why we provide excellent comprehensive benefits-

?Medical ?Dental ?Vision ? 401(k) ?Life Insurance ?Disability (STD/LTD) ?Caregiving Support ?Critical Illness ?Hospital and Accident Coverage ?Employee Assistance Program ?Telehealth ?Wellness ?Paid Holidays ?Vacation Days ?Employee Stock Option Plan ?Tuition Reimbursement ? Identity Theft Protection ? Pet Insurance ? Health Case Management, and much more.

We are environmentally conscious and responsible, proud supporters of local and national charities, and provide immense growth opportunity!

**WHO WE ARE**

The AMES Companies, headquartered in Lake Nona-Orlando, FL has a rich history of American manufacturing. The AMES story goes back to 1774, making Americas first shovels. AMES tools have literally helped build America. AMES products have dug for gold, gone on expeditions to Antarctica, carved Mount Rushmore, and installed the Statue of Liberty. And were still working every day to build the next great wonder.

Our business lines include Home Organization, Lawn and Garden Tools, Outdoor Living, and Cleaning Tools, with leading global brands sold to homeowners and professionals.

Our leading brands include ClosetMaid, AMES, True Temper, Razor-Back, Jackson, Southern Patio and Harper. We are a business unit of Griffon Corporation (NYSE: GFF)

WEBSITE: global.ames.com

**WHO YOU ARE**

As the Customer Experience Manager, you are responsible for overseeing and managing the Customer Service Department that handles order management and customer or consumer inquiries across the AMES Companies lines of business that include Home Organization, Lawn and Garden, Outdoor Living and Cleaning products. This role influences communication across functional areas in the company to successfully provide a best-in-class experience to our customers and consumers.

You will be engaged in the day-to-day business and is accountable for supporting the Customer Service team through improving processes, finding solutions, and training to provide timely service every day. They will implement metrics and reporting that will align with measuring our companys ability to provide a peerless customer experience.

You will be responsible for hiring and supporting new team members through training, to be successful in their daily goals. They will support the development of a strong customer focused culture and atmosphere that encourages collaboration and employee retention.

**WHERE YOU WILL WORK**

At our facility in Ocala, FL

**WHAT YOU WILL DO**

* Supervise day-to-day operations in the customer service department.

* Oversee customer service issues and ensure effective and long-term problem resolution and resources.

* Act as a liaison with other departments to help find solution to best service our customers and consumers.

* Create effective customer service procedures, policies, and standards.

* Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; and monitoring and analyzing results.

* Implement productivity, quality, and customer-service standards.

* Develop customer service goals and metrics to each individual team member, ensuring there is clear understanding of how to reach their goals.

* Assess service statistics and prepare detailed reports on your findings.

* Maintain accurate records and document all customer service activities, discussions, and processes.

* Monitor programs and procedures to ensure on-time delivery and customer satisfaction.

* Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.

* Plan, monitor, appraise, and review job performance.

* Prepare and completes actions plans.

* Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.

* Complete audits as required.

* Identify customer service trends and determine system improvements.

* Interact with external and internal customers as needed.

**REQUIREMENTS**

* Bachelors degree in Business, Marketing, or relevant field. Masters degree desirable.

* 5+ years experience in customer interfacing roles

* 5+ years experience working with stakeholders within a company

* Experience managing 20+ people in a Customer Service Department

* Strong PC skills including the Microsoft Office Suite; primarily Excel and Word

* Working knowledge of manufacturing and/or retail processes

* Ability to maintain a consistently high level of attention to detail

* Ability to assess multiple tasks and develop a plan to complete them in a logical and efficient manner

* Ability to successfully mediate conflict between individuals and groups

* Ability to delegate responsibility and to work with others while coaching them to develop their capabilities

* Ability to analyze, develop, and propose strategies that will help the organization be more effective, competitive, or otherwise achieve its goals

* Strong written and verbal communication skills

* 10% Travel

**Work Authorization**

The AMES Companies will only employ those who are legally authorized to work in the United States.

**Equal Opportunity Employer**

The AMES Companies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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