Join the Innovative Team at blithequark
blithequark is a global technology leader in the commercial vehicle, financial, and customer service fields, recognized as a Fortune 500 company. With a rich history dating back to 1905, blithequark has established itself as a pioneer in designing, manufacturing, and supporting high-quality trucks, advanced diesel engines, and providing customized financial services. Our company culture values innovation, diversity, and customer satisfaction, making us an exciting place to work and grow your career.
About Our Information Technology Division
Located in Renton, WA, our Information Technology Division (ITD) is at the forefront of technology, providing cutting-edge systems development, consulting, voice, and data communications services to the entire corporation. Our ITD team is comprised of talented professionals who are passionate about leveraging technology to drive business success.
The Role: Customer Experience Manager – Connected Services
We are seeking an experienced Customer Experience Manager to join our Global Connected Services team, responsible for revolutionizing the vehicle ownership experience through innovative services delivered to connected-enabled vehicles. As a Customer Experience Manager, you will work closely with our Kenworth, Peterbilt, blithequark Parts, and aftersales teams to ensure an exceptional customer experience when interacting with our digital products and services.
Key Responsibilities:
- Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
- Act as the steward of the Global Connected customer experience, ensuring a cohesive and customer-centric approach.
- Create comprehensive customer journey maps to identify pain points and areas for improvement.
- Analyze customer feedback, surveys, and data to inform customer experience decisions and measure the effectiveness of initiatives.
- Collaborate with customers, dealers, sales, and marketing teams to identify and validate customer value propositions.
- Work closely with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
- Train and educate internal stakeholders on customer-centric approaches and best practices to foster a customer-focused culture.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
Requirements and Qualifications
Essential Qualifications:
- 5+ years of experience in customer service, customer experience management, or a related field.
- Proficiency in using customer experience tools and software, such as customer feedback management systems, CRM platforms, and data analytics software.
- Familiarity with project management principles and practices.
- Results-oriented with excellent customer service skills and a strong attention to detail.
- Excellent interpersonal, communication, and presentation skills, with a proven ability to influence others.
- Ability to work a flexible schedule as business needs dictate.
- Ability to travel (~30%, as needed).
Preferred Qualifications:
- Bachelor's degree in Business Administration, Marketing, Business Management, or Communications.
- Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP).
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. We offer a range of learning benefits, including:
- Mentorship programs and training sessions on customer experience management and industry trends.
Work Environment and Company Culture
Our work environment is dynamic and inclusive, with a strong focus on diversity and employee engagement. We promote a culture of innovation, collaboration, and customer-centricity, and offer a range of employee benefits, including:
- 401k with up to a 5% company match.
- Fully funded pension plan that provides monthly benefits after retirement.
- Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time.
- Medical, dental, and vision plans for you and your family.
- Flexible spending accounts (FSA) and health savings account (HSA).
- Paid short- and long-term disability programs.
- Life and accidental death and dismemberment insurance.
- EAP services, including wellness plans, estate planning, financial counseling, and more.
Diversity and Inclusion
At blithequark, we value diversity and inclusion, and strive to create a work environment that is inclusive and respectful of all employees. We promote diversity through mentorship, events, celebrations, and affinity groups, and support initiatives and activities that foster a culture of inclusion and respect.
Why Join blithequark?
If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. At blithequark, we offer a dynamic and supportive work environment, opportunities for career growth and development, and a commitment to innovation and customer satisfaction. Join our team today and be part of shaping the future of connected services and digital product development!
Don't miss this opportunity to be part of a global leader in the commercial vehicle, financial, and customer service fields. Apply now and take the first step towards a rewarding career at blithequark!
Apply Now