The ideal Customer Experience Manager is an individual who is able to enhance our customer's experience in an effort to make EP and irresistible business partner. The individual must have a high energy, self-motivated personality and can use their skills to service customers on a daily basis. This includes proactive customer communication on a variety of issues, leading internal improvement efforts to support customer satisfaction, analyzing customer data to better help the company support its customers, and taking ownership over a customer's experience and directing processes and people as needed in order to deliver best-in-class service. The individual must be excellent at building rapport and relationships with both their customers and internalpersonnel. This customer-centric individual must also be a great leader and able to communicate with both the executive leadership team and production floor associates. Being a team player and a leader focused on customer experience enhancement, along with EP's overall success is vitally important in this growing and dynamic company. The Company's mission is to become an irresistible company to its customers, associates, and community. In fulfilling this mission, the Company highly values employee engagement and strives to promote a culture of team and individual success, while maintaining a healthy work-life balance. The ideal candidate is positive, confident, and passionate. They must also be willing and able to take on assignments and projects that often are outside of their direct responsibilities, but that may have a significant impact on an assigned customer. Working with other departments and associates of all levels of the Company is a key to success within this role. In doing so, the individual must be able to form strong relationships with individuals from all areas of the Company and leverage those to achieve Company objectives. The Customer Experience Manager is responsible for owning an existing customer relationship. This includes owning all aspects of service to that customer and focusing on continuous improvement to bring added value. Account Managers focus bringing in new customers and markets and then hand off those customers to Customer Experience Managers to maintain and nurture the relationships on a go forward basis. The growth opportunities for this role will come from developing a deep understanding of our company's customers, products and capabilities. One avenue for advancement is to prepare the individual to be an Account Manager, responsible for new business development. Account Managers report to the VP of Sales and are responsible for meeting the aggressive growth targets set out by the Executive Team. Both the Customer Experience Manager and Account Manager roles are vital to EP's growth and success and are highly visible roleswithin the organization.
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