Customer Experience Manager

About CatamacWe are a leader in supplying premium maintenance consumables to companies operating mobile and fixed assets in the mining, quarry, infrastructure/civil, and oil & gas industries. We are passionate about making life easier for people in these industries through the continuous improvement of systems and processes.The RoleWe are seeking an experienced and driven professional to join our team as the Customer Experience Manager. This role offers an exciting opportunity to lead in delivering unparalleled customer satisfaction.Key ResponsibilitiesIncrease existing customer account penetration and grow wallet shareManage and oversee call management and order processing functionsAssist with improvements for ERP & CRM systemsContinually improve customer satisfaction (NPS)Develop and implement training plansOversee complaint managementMaintain an overview of sales orders and inboxLiaise between sales team and operationsManage and update Standard Operating Procedures (SOPs)Maintain daily phone operations, including call queueConduct outbound calls to nurture existing customersFollow up on quotes and keep team members accountable to KPIsIdeal CandidateYou love customers and will always go the extra mileIntense follow-up skillsOutstanding attention to detailCalm under pressure, solutions focusedPassion for streamlining and implementing process improvementsExcellent communication skillsHighly organizedProven punctuality, reliability, and accountabilityStrong team playerBenefitsExcellent salaryProfit-sharing based on company EBITDA performanceExposure to various business functionsOpportunity to drive positive change in a dynamic, family-owned businessFree lunch FridaysPassionate team environmentIdeal Selection CriteriaMinimum 3 years of experience in Customer Service ManagementComputer Literacy - ProficientExperience leading a team of 5+ peopleUnderstanding of Lean principles (preferred)Reporting to: Internal Sales ManagerHow to ApplyIf you believe you're the right fit for this role and are excited about making a real impact, we'd love to hear from you. Apply now with your resume and a cover letter detailing your relevant experience and why customer experience is important to you.