Customer Experience Leader

Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Job Title:
Customer Experience Manager (CX Manager)

Location:
Alsip, IL

About Us:


The Ingersoll Rand Pump (IRP), MP Pump and Oberdorfer Pump (MPOB) Business Unit is a dynamic division within Ingersoll Rand, renowned for its Ingersoll Rand Pumps and MP Oberdorfer Pumps. These brands are celebrated for their reliability, innovation, and service to industries worldwide. Our commitment to excellence propels us to constantly improve our products and services, ensuring that we remain leaders in fluid handling technologies. Our teams are dedicated to upholding the highest standards of quality and customer satisfaction, making our pumps the go-to choice for professionals seeking efficient and durable solutions.

Job Summary:


The CX Manager will lead a team of talented customer experience professionals, focused on crafting and enriching a superior end-to-end customer journey. This role involves championing initiatives that align with our strategic objectives and yield tangible benefits for our clientele. The ideal candidate will foster a high-performance culture, focused on teamwork, continuous improvement, and impactful contributions to our business, partners, and customers.

Responsibilities:

• Lead the development and implementation of customer-centric strategies to increase satisfaction and loyalty.
  
  
  
  
• Empower Customer Service, Sales, and Operations teams through leadership, coaching, and shared commitment to exceptional customer service.
  
  
  
  
• Collaborate on cross-functional projects, instilling a customer-first approach within our team culture and technological advancements.
  
  
  
  
• Manage and oversee service policies are customer-aligned and supportive of our organizational objectives.
  
  
  
  
• Address customer inquiries, ensuring challenges are addressed promptly with a solution-oriented mindset to safeguard and elevate the customer experience.
  
  
  
  
• Liaise with internal departments to manage exceptions and uphold our commitment to customer satisfaction.
  
  
  
  
• Continuously refine communication strategies to proactively meet and exceed customer expectations.
  
  
  
  
• Conduct comprehensive customer success assessments to inform and guide improvement initiatives.
  
  
  
  
• Develop customer service metrics that resonate with our strategic business goals, maintain customer satisfaction scorecards, continually assessing and enhancing outcomes.
  
  
  
  
• Mentor and develop teams across Customer Service, Sales, and Operations to achieve peak customer experience.
  
  
  
  

Basic Qualifications:

• Bachelor's degree in Business, Marketing, or a technical field, complemented by 5+ years in a customer service leadership role.
  
  
  
  
• Minimum of 3 years of management experience, preferably in a manufacturing environment.
  
  
  
  
• Demonstrated expertise in product support and customer service excellence.
  
  
  
  
• Outstanding communication skills, both written and verbal.
  
  
  
  
• Independent, motivated, and capable of energizing teams.
  
  
  
  
• Detail-oriented with a strong capacity for managing multiple projects simultaneously.
  
  
  
  
• Proficiency in Microsoft Office Suite and familiarity with SAP and Salesforce systems.
  
  
  
  
• Technical acumen, ideally with knowledge of positive displacement pump products, and the ability to grasp complex systems.
  
  
  
  

Travel and Work Arrangements:

• With occasional travel, up to 10%, depending on business requirements.
  
  
  
  

Key Competencies:

• Customer-Centric Mindset:
  
  
  
  Prioritizing customer needs and continuously seeking ways to improve their experience.
  
  
  
  
• Analytical Thinking:
  
  
  
  Using data and analysis to inform decisions and solve problems effectively.
  
  
  
  
• Communication Excellence:
  
  
  
  Articulating ideas clearly and engaging stakeholders with confidence and diplomacy.
  
  
  
  
• Leadership Abilities:
  
  Inspiring, guiding, and growing team members towards achieving a shared vision of customer excellence.
  
  
  
  
• Adaptability:
  
  
  
  Embracing change and adjusting strategies to meet evolving customer and business demands.
  
  
  
  
• Technical Savvy:
  
  A quick learner with an affinity for grasping complex product functionalities and systems.
  
  
  
  

What we Offer:
At Ingersoll Rand, we think and act like owners - of our business, communities, planet, and health. Our benefits empower you to take charge of your well-being, shaping a better future. Benefits include:

• Medical, Dental, Vision, Short- and Long-term disability, Life/AD&D insurance, Health Savings Account / Flexible Spending Account and Prescription drug plans. Voluntary benefits include legal, accident, and critical illness protection.
  
  
  
  
• 3 weeks of paid vacation and 11 paid holidays throughout the calendar year, including parental leave.
  
  
  
  
• 401k plan with a company match dollar for dollar up to 6%.
  
  
  
  
• Employee Stock Grant Program, an Ingersoll Rand offering to all non-union employees.
  
  
  
  
• Employee Assistance Program, Wellness and Chronic disease management programs and Discount Program.
  
  
  
  

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.