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Customer Experience Manager in Ann Arbor at Masco Cabinetry

Date Posted: 8/21/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Ann Arbor
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/21/2018

Job Description

JOB SUMMARY:

Lead customer contact for Home Depot designer and project manager in strategic markets. Position provides proactive and reactive communication with the Home Depot to create a best in class service platform.


PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

  • Work cross functionally with internal teams to provide exceptional, high-level service to Home Depot designers and project managers in every touch point.
  • Manage Project Manager relationships to ensure project installation schedule expectations are being met.
  • Utilize problem-solving skills to address customer issues within Masco Cabinetry business functions and practices, including interfacing with key internal contacts at the supervisor level.
  • Execute with a sense of urgency to find a timely solution for the designer or project manager, including escalating and managing issue resolution with internal teams.
  • Report to business leaders on defined metrics

ESSENTIAL QUALIFICATIONS AND SKILLS:

  • 5 years customer care experience.
  • Proficient computer skills required including Microsoft Office Suite.
  • Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.
  • Excellent organizational skills and ability to function in a fast paced, highly visible, and changing environment.
  • Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
  • Ability to read cabinet and countertop layouts.
  • Familiarity with the cabinet industry and product.
  • Excellent project management skills with a deadline orientation and focus.
  • Ability to travel occasionally.

PREFERRED QUALIFICATIONS AND SKILLS:

  • Bachelor’s degree in communications or related field.