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Customer Experience Manager



Your Job
The Customer Experience Manager is accountable for leading Mexico customer service, commercial projects & Inside sales teams to drive value creation through customer collaborative strategic programs and reliable Order delivery process. The Role is responsible to strengthen relationship with customers to build a remarkable service experience; also, to connect customer needs with El Marques internal capabilities to ensure agile and strong solutions to meet customer expectations. The Role is responsible to define and improve Order entry process, customer account balance management, shipment scheduling, transit tracking and delivery reliability through customer service team. The role is responsible to ensure an efficient customer’s project management to fulfill product delivery according to negotiated project length. The role is responsible to manage internal sales process to achieve invoicing targets and volume capturing for current customers.

Our Team
We hire individuals who are highly self-motivated and contribution motivated. Energetic, ambitious, career-oriented, flexible, quietly confident, and competitive through teams and able to lead through influence. 

What You Will Do

  • The Customer Experience Manager is accountable for Mexico Customer experience team, attracting and retaining best talent. Also, responsible to embrace Principle Based management culture and enable people development; empowering teams and foster challenge culture to unleash transformation though time. 
  • Define and implement customer experience strategities as well as build collaborative plans with core customers to create joint value and enable mutual growth. 
  • Partner with USCA & South America customer experience teams to maximize comparative advantages and sharing knowledge through Americas region. 
  • Coach and mentor of customer experience team to embed principle-based management while foster people development.

Who You Are (Basic Qualifications)

  • Previous Experience leading a team on a similar environment

  • Professional English Proficiency

  • Ability to coach and embrace change management

  • Must have demonstrated ability driving transformational change

  • Proven team leader, capable of develop team members and positive influence among cross-capabilities.

  • Strong analytical skills, with the ability to assess opportunities and lead the team in identification & development alternatives that maximize value creation.

  • Negotiation skills and trading mentality

  • Experience on customer service operations (customer care, customer engagement, order to delivery, customer claims).

What Will Put You Ahead

  • Availability to travel
  • Proficiency in Excel & ERP, Salesforce (Sales & distribution module)

  • Experience in field sales and/or managing commercial accounts.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are
As a Koch company, Guardian Industries makes products that improve the quality of life. From glass that dramatically reduces energy usage and increases comfort in buildings, to automotive parts that enhance connectivity, we have a relentless focus on making better products and developing better solutions for our customers.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.


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