Customer Experience Manager

Charter Casting is hiring a Customer Experience Manager!

Charter Aarrowcast and Charter Dura-Bar combined in 2021 to form Charter Casting - the world's largest producer of continuous cast-iron bar stock and a leading innovative cast metal solutions provider.

• Charter Casting Shawano (formerly known as Aarrowcast) is North America's premier green sand foundry, offering an unmatched range of complex iron casting solutions to leading OEM and Tier 1 suppliers' customers.
• Charter Casting Woodstock (formerly known as Dura-Bar) is the preferred choice over steel, castings and aluminum for many applications in various industries, providing solutions that improve performance and result in significant long-term cost savings for customers.

Are you passionate about creating exceptional customer experiences and driving meaningful business improvements?

We’re looking for a strategic, forward-thinking leader to shape and execute our Customer Experience (CX) strategy, transforming how we engage with and serve our customers. In this role, you’ll lead our Customer Service team, champion innovation, and collaborate across the organization to create a seamless, customer-focused experience at every touchpoint.

Through continuous improvement, cross-functional collaboration, and a commitment to service excellence, you'll play a key role in strengthening customer relationships, building loyalty, and driving long-term business success.

What you'll need:

• Bachelor’s Degree in Business or related degree.
• Seven years’ experience in customer facing roles (sales, marketing/product management, customer service operations or customer experience).
• Solid interpersonal skills and the ability to learn about other general areas of the business.
• Strong analytical & presentation skills.
• Excellent written and verbal communication skills.
• Sound knowledge and use of Microsoft Office products.
• Experience with, or ability to learn, Oracle (CPQ, EBS, BI).
• Willingness to travel (10% - 15%).

Preferred experience:

• Experience leading a major customer experience strategy or program. 
• Change management knowledge leveraging information systems and tools.
• Experience at a metals manufacturing or distribution company.
• Proficiency with advanced features of Microsoft Office products.

What you'll do:

• Develop and implement the organization’s CX strategy, improving the customer experience through the implementation of a CX improvement program.
• Create a multi-year CX roadmap, updating specific focus quarterly.
• Identify and execute CX measurement systems and provides improvement recommendations based on voice of customer, data, and analysis.
• Leverage process automation and information tools to accelerate customer responsiveness and transaction times.
• Research, understand, and synthesize the voice of customers to increase customer satisfaction and loyalty.
• Manage a team of customer service professionals, adapting plans, and priorities to meet objectives.
• Create, measure, and improve customer performance indicators (CPIs).
• Promote exceptional customer service throughout the entire organization to meet company objectives.
• Drive a highly effective and efficient organization through the removal of waste, eliminating customer friction and driving customer advocacy.
• Evaluate opportunities for improvement; design and implement customer service training programs.
• Identify, lead, and execute “white glove service” for key customers.
• Help to develop, implement, and manage an e-commerce site.
• Participate in the development and management of a CRM.

• Perform tasks and analysis for the customer (external) and the customer service team (internal) using Oracle (CPQ, EBS, BI) and other technology.
• Support staff with pricing, margins, expediting, complaints/returns, specs. and scheduling.
• Manage communication of the raw material surcharge program.
• Plan and direct customer communication activities.
• Standardize and unite customer service processes and procedures at all company locations.

This position may include access to controlled information or technology under U.S. export control laws.  Employment may be contingent on either the applicant verifying that the applicant falls under the “U.S. Person” definition (including U.S. citizens, U.S. lawful permanent residents, and those granted U.S. asylum or refugee status) or the employer timely obtaining any necessary export license under federal law. The employer evaluates export licensing on a case-by-case basis and may decline to proceed with a job applicant in its sole discretion, as export license applications can take many weeks to process. 

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