Customer Experience Manager

Customer Experience Manager - Holland, Michigan

DISHER is currently partnering with a power company in Holland, Michigan that specializes in providing advanced lithium-ion energy storage solutions for RVs, marine, and other mobile applications in their search for a Customer Experience Manager. In this role you will guide brand interaction, lead customer education, manage the Field Service team, and drive the Parts and Service department toward profitability based on accurate and meaningful analytics and KPIs.

What it's like to work here:

This company has been in business since 2014 when they began as an RV supplier focused on manufacturing off-grid power solutions. They are a small privately-owned company of about 32 employees and are family oriented with great employee engagement. Working here, you wear many hats and there are opportunities to pursue career opportunities that interest you.

• Manage customer interactions and communication, ensuring confidence in products and partnering with Launch and Sales teams to meet product, warranty, and service expectations for long-term efficiency and profitability.
• Oversee the parts and service department, including KPIs, RMA management, service P&L, parts inventory, and service software, while reviewing service contracts and monitoring trends for continuous improvement.
• Monitor and analyze customer satisfaction through KPIs, develop customer service policies, and provide data to engineering for product enhancement.
• Manage and develop the Field Service Engineers, ensuring they are trained to service standards and ticketing requirements.
• Lead the development and implementation of a nationwide service strategy for OEM and retail customer service at regional centers.
• Collaborate with the marketing team to enhance user satisfaction, efficiency, and ease-of-use in digital platforms, including apps, websites, and social media.
• Develop training materials for installers and collaborate with HR to create internal and external training programs.

• 3+ years’ experience in customer service, support, or sales.
• Bachelor of Science in Engineering (or related field) preferred, but not required.
• Experience leading and managing high-performance teams.
• In-depth knowledge of customer service principles and practices required.
• Knowledge of customer service software, databases, and CRM tools required.

• Experience in use of social media platforms required.
• Outstanding interpersonal/relational skills required.
• Excellent organization and time management skills required.
• Proficient in MS Office Suite required.