Full-Time

Customer Experience Manager

Posted on 5/22/2024

Disher

Disher

51-200 employees

Human-centered product design and engineering

Food & Agriculture
Automotive & Transportation
Consulting
Industrial & Manufacturing
Energy
Consumer Goods

Mid

Holland, MI, USA

Required Skills
Sales
Marketing
Customer Service
Requirements
  • 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.
Responsibilities
  • Manage customer interactions and communication, ensuring confidence in products and partnering with Launch and Sales teams.
  • Oversee the parts and service department, including KPIs, RMA management, service P&L, parts inventory, and service software.
  • 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.

DISHER specializes in human-centered product design and engineering, with a focus on electronics hardware and software, as well as manufacturing technology solutions. The company collaborates with clients across industries to deliver impactful products and services.

Company Stage

N/A

Total Funding

N/A

Headquarters

Zeeland, Michigan

Founded

2000

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

-13%

2 year growth

-5%
INACTIVE