Customer Experience Manager

WHO WE ARE:

Headquartered in Grand Rapids, Michigan since 1955, Lumbermen’s operates in Michigan, Ohio, Indiana, Kentucky and Minnesota. A leading distributor and manufacturer, we are driven by the goal to be first choice for our employee owners, customers, and suppliers. Lumbermen’s is 100% employee-owned and committed to investing in rewarding relationships and doing the right thing in every interaction.  

POSITION SUMMARY

Leading our Customer Service Team in its daily operations and order fulfillment support.   Working with other business leaders to direct staffing, operations, scheduling, hiring, employee reviews, and customer satisfaction for the Inside sales operations for Entry Door Segment in our Cottage Grove facility.  Day-to-day responsibilities include:

• Model Lumbermen’s core values
• Provide customer support and timely problem resolution
• Support Outside Sales Staff as needed
• Recruit, hire, train and develop a best-in-class team
• Conduct 1 on 1 meetings with team members for review, discussion, training, and feedback
• Develop and maintain a strong working knowledge of customer service, order entry, quoting and administrative activities
• Interact with manufacturing to resolve customer issues
• Lead problem-solving teams and utilize lean principles to continually improve key measures of performance
• Train, support, and evaluate order entry and customer service teams
• Ensure standard procedures are being followed by CSR and order entry staff
• Build and foster strong relationships with new and existing customers
• Answer “Escalated” inquiries and situations from CSR team, customers and OSR team
• Assist with Administrative work such as proper billing
• Keep CSR and order entry staff updated on pricing changes and product announcements
• Conduct weekly huddles with CSR and order entry team
• Review daily booking, margin, and invoice reports for anomalies
• Coordinate the flow of information between departments
• Demonstrate a willingness to both offer support and leadership as a working supervisor
• Encourage and promote an environment to create raving fans both internally and externally
• Approve timecards per scheduled intervals (bi-weekly as of 2022)
• Other tasks as assigned

At Lumbermen’s, our business is built on relationships.  It’s crucial that the person selected to fill this role is a safety-minded team player who gets energy from contributing to collaborative success.  

REQUIRED EDUCATION/EXPERIENCE

• Bachelor’s Degree in Business preferred
• 3-5 years’ customer service experience
• 1-3 years’ experience leading a group of people
• Knowledge of a manufacturing environment would be a plus

REQUIRED SKILLS

• ERP experience
• Strong communication skills, both verbal and written
• Friendly, professional demeanor
• Strong problem-solving skills
• Ability to effectively move between a variety of tasks
• Ability to productively manage tasks and complete work accurately in a timely manner
• Proficient in Microsoft Office

WHAT WE OFFER:

Lumbermen’s exists to enrich the lives of people by intentionally caring for all who experience us.  You will experience a different kind of work environment and “family” here and help live out the Lumbermen’s promises of committing to those who count on us, doing what’s right, exercising sound business practices and earning consideration. Other benefits include:

• A collaborative and supportive work environment
• ESOP (Employee Stock Ownership Plan) – generous company-funded retirement
• Medical, dental, vision, and life insurance
• Flexible spending/health savings account
• 401(k)
• The SOURCE – free and confidential support resources for our team
• Paid time off
• Paid holidays
• Training and development
• Advancement opportunities

Lumbermen’s is proud to be a drug and alcohol-free workplace.   In addition, Lumbermen’s will not discriminate against any employee or candidate because of race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or protected veteran status. We participate in E-Verify.