Dealer Customer Experience Manager

🔥 7 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $81.5k - $124.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Refrigerated Solutions Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏭 Manufacturing

🔧 Hardware

🤝 B2B

Manufacturing • Hardware • B2B

Refrigerated Solutions Group (RSG) is a manufacturer and provider of commercial refrigeration equipment that powers the Norlake and Master-Bilt brands. RSG designs, manufactures, and supports walk-in coolers and freezers, merchandising displays, ice-cream dipping cabinets, specialty refrigeration systems and test chambers (including vaccine and blood plasma freezers and other precision applications). The company serves business customers across foodservice, restaurant chains, K–12 schools, retail and convenience stores, ice cream operators, and specialty scientific/medical applications. RSG emphasizes energy-efficient, durable engineered solutions, rapid delivery (many walk-in configurations ready to ship), extensive manufacturing capacity (nearly 600k sq. ft. ), ISO 9001:2015 quality certification, and long standard warranties.

📋 Description

• Oversee the daily activities of Account Managers and Customer Experience Representatives • Assist the Director of Customer Experience with strategy implementation and department goals • Partner with Large Projects and Dealer Sales leaders to align customer experience activities with sales objectives • Support customer engagement initiatives to drive sales growth and customer retention • Gather customer feedback and implement service improvements • Identify opportunities to enhance customer experience processes • Coach and develop Account Managers and Customer Experience Representatives • Ensure team training on RSG products, services, and customer engagement strategies • Track and report customer experience, service delivery, and quote conversion KPIs • Build, maintain, and review Salesforce dashboards covering retention, expansion pipeline conversion, and account activity compliance • Provide insights and reports to senior management • Collaborate with Order Operations, Technical Service, Warranty, and Installation • Address customer issues and escalations and develop recurring-issue resolution strategies • Advocate for customer needs in CX initiatives and decisions

🎯 Requirements

• Bachelor’s degree in Business Administration, Marketing, Sales, or a related field, or a combination of education and relevant experience in lieu of formal education requirements • Minimum of 5 years of experience in customer experience, account management, or sales roles • Strong leadership and team management skills • Proven ability to manage daily operations and improve customer service outcomes • Demonstrated experience improving quote conversion rates and driving sales growth • Proficiency in CRM software; Salesforce preferred • Excellent communication, organizational, and problem-solving skills • Ability to collaborate with sales teams and other departments • Familiarity with commercial refrigeration products, particularly walk-in freezers, coolers, and merchandisers, preferred • Willingness to travel up to 10% as needed

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