Join Our Customer Experience Team!
We’re growing fast and our customer experience team is an integral part of our growth. If you’re a self-motivated individual with experience managing multiple projects and customers while offering an exceptional customer experience, then you may be a great fit for this role! Click Here to learn more about Acucraft and meet our team.
Acucraft Customer Experience Manager
This is an exciting opportunity to work in a fun, creative, and dynamic role with a world-class company with a thriving business model. At Acucraft we value family, candid collaboration, and a cooperative culture. Our clients regularly seek custom/unique products that explore the boundaries of physics. In our Big Lake, MN office you can sense our problem-solving, can-do attitudes that find a way to get it done.
Position Overview – Customer Experience Manager
We’re hiring a self-motivated Customer Experience Manager with experience managing multiple projects related to our custom and standard fireplace products. The successful candidate will work directly with customers, GC’s, site project managers, along with our internal team to ensure deliverables fall within the applicable scope, budget, and customers’ expectations. He or she will directly coordinate with all departments in the organization to ensure seamless communication and execution of the project and the customer experience. We are looking for a creative and dedicated individual who will fit in with our collaborative culture. If you enjoy working with other professionals who believe in creating innovative fireplace designs to meet commercial and residential customers’ expectations, we encourage you to apply.
Duties + Responsibilities
- Deliver outstanding customer service by anticipating opportunities, risks, and issues, and by proactively supporting our customers.
- Develop and execute strategies to increase customer retention and achieve revenue growth goals.
- Establish a trusted relationship with our customers to drive continued value of our products and services.
- Manage projects, through coordination of internal and external customers ensuring flawless execution and exceptional customer experience
- Enhance the department and organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to internal processes
- Establish and maintain relationships with appropriate customers, providing day-to-day contact on project status and changes
- Coordinate calls, meetings, and communication between customers and the account team
- Manage submittal approvals and change orders ensuring every project is on-track and on-budget
- Responsible for invoicing, final payments, and order completion processing including coordination of deliveries
- Other duties as assigned
Required Experience + Skills
- Must have excellent communication and interpersonal skills (oral, written and presentation)
- Organization: ensuring all project milestones & deliverables are met
- Problem-solving: finding solutions to problems that affect the project’s timeline, budget, or quality
- Time management: ability to plan and execute tasks within a set time frame
- 3-5 years’ experience in project management and/or customer support
- Technical knowledge and basic understanding of mechanical HVAC systems preferred
- Strong computer aptitude and ability to multi-task
- Efficiency with Microsoft Office including Excel, Word, and PowerPoint
- Familiarity with GSuite, HubSpot, and QuickBooks preferred
Reports to: Director of Engineering, Technical Support
Schedule: Full Time, Monday-Friday
Location: Big Lake, MN
Compensation: $65,000 annually
Benefits: Paid Vacation, Health, Dental & 401k programs available, when eligible
