MPI Customer Experience Manager - McWane Plant & Industrial

What We Live By……

The McWane Way is a core philosophy outlined by the founder J.R. McWane in 1920.  Today It encompasses Teamwork, Excellence, Leadership, Environment, Communication, Accountability, Safety and Trust.  All team members at every level are expected to know and work by these principles, values, and behaviors.  Most importantly, every team member is expected to be able to answer this question, “What does this mean for me?”  This is the all-important question because behavior is the best evidence of a living principle.  Join the McWane team on the journey to The McWane Way.

Who We Are……

McWane Inc. has a newly created division, McWane Plant and Industrial (MPI). This new division, based in Birmingham, AL, combines all Plant and Industrial Products in a single customer-focused package. We offer comprehensive solutions through an experienced team of professionals specifically focused on these two special markets. Our Mission is to be the Plant and Industrial supplier who is “easiest to do business with”.  We will make it easier to engineer, specify, and order components for plants.  We will provide greater support for smoother delivery, cost-effective installation, and start-up. Most importantly, we will build strong relationships with design engineers, contractors, plant operations teams and project owners to assure we are their first-choice supplier for both new construction and future upgrades.

At MPI, you will be part of a fast-paced, collaborative, start-up where you can see, firsthand, how your work translates into positive results.

Position

Customer Experience Manager

Location

Birmingham, AL

Directly reports to

Director, Customer Experience

Position Summary

This role will be key in executing the customer experience strategy for the McWane Plant & Industrial business.  The position will require close interaction with key stakeholders across the business and other McWane divisions to ensure we are delivering a world-class customer experience.   

The Customer Experience Manager will develop a deep understanding of our customers and what drives their engagement, specifically regarding service.  They will execute against a customer experience strategy that aligns with the overall business strategy.  They will develop, communicate and track KPIs associated with customer experience while creating sound, established processes and procedures to drive improvement.  This individual will work to establish outstanding communication between internal groups, company, channel partners and clients while mentoring, training, and developing the McWane Plant & Industrial Inside Sales Team to provide an outstanding customer experience. 

Position Scope

• Assist in development and implementation of the customer excellence strategy and tactics in support of the McWane Plant & Industrial growth strategy
• Track key metrics, build the team, systems, and processes to deliver a world-class customer experience
• Develop and drive continuous improvement of key "Inside Sales" metrics
• Champion opportunities to consistently improve the McWane Plant & Industrial experience
• Lead the Inside Sales and Project Management teams while planning and implementing strategies to increase customer service satisfaction
• Work cross-functionally along with other McWane Divisions to improve service level agreements, communication, and collaboration
• Take ownership of customer issues and follow problems through to resolution
• Track error rates, drive for root cause and implement/change processes to address
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor, and develop Inside Sales team members and nurture an environment where they can excel through encouragement and empowerment

Basic Qualifications

• Bachelor’s Degree from an accredited institution, or equivalent experience
• Minimum 5 years of inside sales/customer service experience in the commercial/industrial manufacturing industry
• Minimum 3 years’ experience leading a customer service team
• Effective communication and people skills
• Proficiency in MS Office applications including Microsoft Word, Excel, Outlook, and PowerPoint

Preferred Qualifications

• Knowledge of ERP systems (Microsoft Dynamics 365 a plus)
• 2 years of experience in the commercial/industrial manufacturing industry
• Six Sigma / Greenbelt

Position Criteria

• Thorough knowledge of our channels to market and familiarity selling through manufacturer’s representatives, distribution, and factory direct sales forces
• Able to work in a fast-paced environment, under pressure and within project deadlines
• Ability to identify new areas of opportunity beyond current organizational thinking
• Ability to work cross-functionally and with other McWane divisions

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

McWane is a Federal VEVRAA contractor and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA - gender identity or expression, and genetic information) or any other category protected by federal, state or local law.

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. McWane Plant & Industrial. is an EEO/AA employer M/F/D/V. It is the Company's policy to provide equal opportunity for all qualified persons and to prohibit discrimination on the basis of race, color, sex, national origin, religion, age, disability, marital status, sexual orientation, gender identity, citizenship status, or any other legally protected status. We maintain a drug-free workplace and reserve the right to perform substance abuse testing as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor, and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race, color, religion, sex, national origin, age, sexual orientation, disability, veteran or service member status, marital status, citizenship status (In IL - sex, including same sex, ancestry, order of protection status, physical or mental disability, military status, pregnancy, unfavorable discharge status, genetic information), (In IA - gender identity), (In CA- gender identity or expression, and genetic information) or any other category protected by federal, state or local law.