Build your career, design a future at Thompson Creek Window Company. We are the premier home improvement replacement products company serving the Mid-Atlantic region for more than 30 years. We’re proud of our history, and proud to help our communities improve the comfort and conditions of their homes.
Thompson Creek is looking for a confident and results-driven Customer Experience Manager in our Upper Marlboro, MD office. In this role, you are a true leader guiding a team of Project Coordinators to ensure they are managing and successfully executing assigned new customer product installations. You are committed to ensuring that each project is completed successfully, on time, within established guidelines, and to the customer’s complete satisfaction.
WHAT YOU’LL DO:
You will ensure efficiency and effectiveness by monitoring reporting and metrics on a daily basis to ensure jobs are moving through the process. Should an issue arise, you will be right there to assist the PCs to diagnose and resolve any road blocks that may be delaying jobs. You will identify opportunities for process improvements, and manage the capacity utilization and needs for the team.
You will be the very best communicator – internally, you will manage upstream and downstream communications and processes. You love to coach, motivate and inspire the team, keeping them engaged and energized. Through keen observation, you will properly assess teams’ skills and identify training solutions as appropriate. If needed, you will promptly address disciplinary issues with team members.
Beyond Your department, you are viewed as a leader within the organization. You will establish and maintain effective working partnerships with sales, project managers, field managers, human resources, IT and executive management in efforts to drive a superior customer experience.
You will be committed to ensuring each customer has an above average experience by communicating proactively with customers using established customer interaction methodology to set and manage expectations, to identify potential obstacles, and to resolve disputes using independent judgment and sound decision-making according to established Thompson Creek policies and procedures. You will be committed to continuously developing and improving the product knowledge possessed by you and your team.
As the main point of contact and lead on the customer job, you will oversee assigned customer product installations by ensuring proper execution of measure, order placement, fabrication and installation. You will manage customer escalations for your team. You will be a stickler for accurate and up to date data, ensuring that the CRM and ECC systems are current with accurate customer account and project information.
WHAT WE’RE LOOKING FOR:
Bachelors’ Degree, at least 10 years of customer service experience, and at least 5 years’ supervisory experience; or any equivalent combination of education and experience. Proficiency with Microsoft Office (Word, Excel, Outlook). Prior experience with SAP or similar ERP system strongly preferred.
Thompson Creek offers a generous benefits package including:
About Thompson Creek
Thompson Creek Window Company is a privately owned and family-operated manufacturer and installer of energy-efficient home improvement replacement products. Founded in 1980, Thompson Creek began as a manufacturer of energy-efficient, maintenance-free vinyl windows. Since that time, Thompson Creek has evolved into one of the leading specialty home improvement contracting companies in the nation. The company’s product mix includes replacement windows and doors, vinyl siding and a clog-free gutter system. Thompson Creek is headquartered in Lanham, MD with a state-of-the-art 120,000 square foot manufacturing facility in Upper Marlboro, MD.
Thompson Creek Window Co participates in the E-Verify program