Title: Customer Experience Manager

　　Location: Branchburg, NJ

　　Schedule: Monday – Friday / 8am-430pm

　　Type: Direct Hire

　　Responsibilities:

　　Plan, coordinate and control the activities of the customer experience team to maintain and enhance customer relationships and meet organizational and operations objectives.

　　Manage and develop the customer experience team in The USA for all activities that are not associated with a sales manager.

　　Supports Sales and Product Teams for data and reporting.

　　Set standards of CXT across the team and lead a costumer centric approach

　　Lead the team as one integrated team

　　Develop the team: from administrative to proactive, customer focus

　　Oversee the achievement and maintenance of agreed customer service levels and standard KPI’s

　　Be in close contact with the sales leadership

　　Collaborate with head quarter to prioritize and ensure Health business continuity globally as well as USA Food

　　Bring the wide company perspective from all Lycored into the team

　　Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, JDA): samples handling, questionnaires, complaints, CN, order to invoice handling

　　Support Food division manager with sales, RFC and WP analysis and gap follow up

　　Follow up service quality level

　　Follow up on new projects/customers added into the team, keep the work balance across the team

　　Follow up on some key strategic customers

　　Executing customer communication activities (QA related notifications or marketing)

　　Guiding the team in the event of a crisis to ensure support to our customers.

　　Maintain high level of Customer centricity

　　Service level provided for attributed customers

　　Open order fulfilment, focus on Health and USA activities

　　ERP/other systems process review and improvement

　　Requirements:

　　Business / commercial education is a plus.

　　Ideally up to 5 years of relevant experience, ideally in value added solution provider

　　Minimum of 3 years of team leading experience.

　　Fluent in English and excellent written and verbal communication skills.

　　Analytical mindset

　　Service orientation

　　Desire to work in an international, multicultural environment

　　Experience with Microsoft, CRM/ERP software

　　Sound conversation techniques

　　Discipline to initiate first contact and to make the first step

　　System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

　　System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.