Manager of Customer Experience

COMPANY:  Raven Applied Technology Div
LOCATION: 

Sioux Falls, SD, US, 57104

STATUS:  Exempt
REQ ID:  34302

 

At Raven, we help farmers serve the world. This purpose guides the work and passion of our team members, who operate at the intersection of agriculture, technology, and innovation. For over 65 years, we’ve dedicated ourselves to learning more so we can grow as individuals and as a team. Today, we are united by our mission to develop a better and more sustainable planet for each of us. 

 


 

 

SUMMARY

Provide leadership for the sales and service support team, to achieve sales goals and serve the customer.



Essential Functions

  • Develop and execute budgets, short-term plans, and long-term plans, procedures, and initiatives. Work with team to maintain accountability to budgets, plans, and initiatives.
  • Maintain close surveillance over customer service and other applicable areas of responsibility (based on division).
  • Keep internal teams informed of competitive information gained regarding pricing, products, or general issues in the market.
  • Work with internal and external teams to escalate and resolve customer issues in the field.
  • Provide assistance and direction on sales and service issues, and keep appropriate staff informed of issues or concerns.
  • Monitor and initiate improvement projects to current processes or procedures.
  • Promote and maintain the highest possible customer relationship and satisfaction, either directly or through the team.
  • Facilitate new programs, messages, campaigns, and offerings.
  • Support all functions of the sales process.
  • Coordinate and communicate matters of mutual concern with internal teams.
  • Delegate appropriate responsibilities and assignments to team members.
  • Lead or coordinate investigations regarding discrepancies, and monitors results of corrective actions.
  • Approve returns for credit, warranty claims, or other related items.
  • Prepare account analysis and/or other reports to measure performance of various factors.
  • Keep informed of new developments, methods, and techniques in the sales profession.
  • Participate in industry events such as trade shows, conferences, and other travel as required.
  • Assure staffing requirements are met.
  • Encourage team member growth and development.
  • Train team members on the responsibilities of their position.
  • Promote and maintain the highest possible environment of teamwork and collaboration.
  • Administer team member performance reviews, goal setting, and participate in salary and incentive planning.
  • Maintain records on direct reports in relation to attendance and performance.
  • Coordinate efforts to ensure proper safety and ergonomic standards and guidelines are met in the area.

 

 

QUALIFICATIONS

  • Working knowledge of sales and service practices.
  • Demonstrated leadership skills.
  • Capability to coach, mentor, and empower team members to succeed.
  • High level of patience and service.
  • Ability to motivate team members.
  • Problem-solving abilities. Ability to identify waste and creatively look for solutions.
  • Capacity to be flexible and multitask.
  • Proficient with a computer, including Microsoft Office.
  • Ability to communicate effectively with team members and leadership staff.
  • Travel up to 10% of time.
  • Annual Motor Vehicle Record (MVR) check required. Refer to Raven Vehicle Operations Policy CS-13 for guidelines.

 

 

 

BENEFITS TO YOU
Not all benefits are created equal, but we’ve got you covered. Raven not only offers a wide range of benefits that encourage wellness and preventative care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, company-paid life and disability insurance and 401k. We offer workplace flexibility policies to promote work/life balance in addition to paid time off (PTO) benefit. Team Members can also take advantage of additional benefit programs such as education assistance, our onsite fitness center or fitness center reimbursement, employee assistance program (EAP) and much more.

 

EEOC STATEMENT
Raven is committed to providing equal employment opportunity to all qualified employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law.

 

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Nearest Major Market: Sioux Falls

Job Segment: Manager, Management