Job Description

Job Title:  Customer Experience Manager

Location:  Cadillac, MI

Business Unit:  Avon Protection

Purpose of Position:

To support the Head of Global Customer Experience in the daily direction of the NA customer service team. Working within the Delivery Value Stream this role will ensure a close working relationship with the Cadillac site's operations team and serving as an initial escalation point for complex issues presented to the NA CS team.  Oversees large commercial contracts, licensing, shipment issues, and customer concerns effecting the NA region.  Responsible for monitoring the NA order book to ensure OTTP targets are met.  Ensures the efficient function NA CS team in providing single-point-of-contact resolution of all customer facing and sales team requirements, to include all necessary coordination with the operations, service, training, and engineering teams.

Essential Duties and/or Functions:

• Support the Head of Global Customer Experience in the management of the daily operations of the Cadillac based customer service team.
• Support the Head of Global Customer Experience in the standardization and documentation of customer service processes globally.
• Provide the first point of escalation for and oversight of all customer concerns in the NA region.
• Aid the Head of Global Customer Experience in maintaining a close working relationship with the Cadillac operations team.
• Assist the Head of Global Customer Experience in providing training and mentorship of Cadillac based CS staff.
• Assist the Head of Global Customer Experience in the data collection for and presentation of all metrics related to customer service and business performance
• Responsible for all aspects of order processing in ERP systems for US and International orders received via mail, email, fax, and telephone.
• Responsible for the oversight of all NA base customer concerns.
• Act as the export control and commercial contract SME for the NA CS team.
• Responsible for the oversight of B2C e-commerce platform.
• Aids the Global CS Manager in the ideation and execution of continuous improvement projects globally.
• Aids in the implementation of new practices, procedures, and business tools.
• Provides hands on support in all areas of Customer Service as business demands dictate.

Required Minimum Qualifications:

• Excellent written and oral communication skills
• Strong organizational skills and the ability to multi-task
• Applicable experience demonstrating professionalism, judgment, tact, and diplomacy in dealing with internal and external customers
• Self-motivated, independent worker with the ability to solve problems and make decisions
• Detail oriented and driven to prevent problems before they occur
• Demonstrable excellent Microsoft Office skills to include Excel, Outlook, Word, and Teams
• Capable of thriving in a fast-paced, constantly changing work environment
• Enterprise management software experience
• Two years of experience in a customer service team
• Two years of college, or equivalent applicable industry experience

Preferred/Desired Skills and/or Experiences:

• Fluency in Spanish, Portuguese and/ or Canadian French preferred
• Experience working in an industry supporting military, law enforcement or firefighting
• Experience with Incoterms
• Experience in export control related to ITAR controlled products
• Experience with Sage X3, ZenDesk, Sage CRM, or Shopify
• Associate or bachelor’s degree 

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job.  While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
 
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
 
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
 
The questions asked in this application are intended to assess this and will be used for evaluation purposes only.  Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position.  The decision whether or not to file or pursue an export license application is at Avon's sole election.

Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).

The anticipated salary range for candidates who will work in Cadillac, MI is $65,000 to $88,000 annually.  The final salary offered to a 5successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.

EOE AA M/F/Vet/Disability