LSI Industries Inc. | Customer Experience Manager

Build your Career with an Industry Leader LSI's heritage spans more than 40 years, beginning in 1976 when the company was founded. The company employs about 1,900 people at 16 manufacturing plants in the U.S. and Canada and we continue to grow. Headquartered in Greater Cincinnati Ohio, LSI is a publicly held company traded on the NASDAQ Stock Exchange under the symbol LYTS. We manufacture commercial lighting solutions, advanced graphic and image solutions, digital and retail display solutions.We are looking for a Customer Experience Manager, to support our team at our corporate location in Cincinnati, Ohio.SUMMARY Primarily responsible for providing LSI customers with the best experience in the industry, the commercially focused Customer Experience Manager will enable LSI to become the easiest manufacturer to work with in the vertical markets we serve. This role will maintain, and continuously improve, customer service levels for all internal and external LSI customers (Manufacturer's Representatives, Sales Agents, Distributors, Sales and other LSI Employees) by utilizing in-depth knowledge of processes, products, programs and resources within the Customer Service Department. The Customer Experience Manager will manage, lead and train Customer Service Representatives and Order Entry Specialists. In addition, this role has the potential to grow to oversee Customer Service "best practice" implementation across other LSI business units. ESSENTIAL DUTIES AND RESPONSIBILITIESEstablish and maintain the mission of Customer Service at LSI.Develop, document, implement and execute Customer Service Department processes. Utilize best-in-class concepts including workflow and case management. Process areas include, but are not limited to:Order entryOrder management and maintenanceCustomer support and issue resolutionPhone, email and other communication etiquetteUsage of online collaboration tools & business applicationsPost-sales actions (add-on orders, replacement items, return authorizations, etc.)Programproject managementCommission calculationCooperate and collaborate with the Field Service team as necessary to support post-salesinstallation issues.Monitor programs and procedures to ensure on-time shipment.Establish and measure performance standards & targets including, but not limited to:Order entry durationOrder entry accuracyWarranty claims due to CSR Order Entry issuesOrder acknowledgement timingDuration to return correspondenceFirst call resolution percentageCustomer satisfactionCompliance (internal audit and SECSOX requirements)Coach team members to achieve targets and develop performance plans when not at target levels. Determine the training requirements & agenda for department members. Utilize performance targets in annual personnel evaluations.Collaborate on employment decisions.Provide feedback to leadership in the form of measurable KPI's supplied in "scorecard" or dashboard manner. Provide "voice of the customer" identifying key successes and areas for improvement.Continuously learn customer service, sales and supervisory procedures & practices and trends in the industry (artificial intelligence, automation, etc.). Assist the team to monitor and troubleshoot high-priority orders. Perform other related duties as assigned. ESSENTIAL SKILLS AND EXPERIENCE Skills:Leadership: a demonstrated ability to lead people and get results through others. Planning: ability to anticipate & adjust to changes in business conditions and plan over a 3-9 month time span (resources, investments, budget, workforce requirements, etc.). Prioritization: the ability to organize and manage multiple priorities by determining value-add of each potential activity. Conflict Resolution (external and internal)Critical thinking and problem solvingCommunication: clearly articulate key points and ensure team members are operating with the same information. Experience:Customer service roles within manufacturing or other industrial environments.Track record of increasing responsibility.Customer service system.Employee training and development. 10+ years of relevant experience. BENEFICIAL SKILLS AND EXPERIENCEExperience configuringmaintaining case management systems (Salesforce Service Cloud, ServiceNow, ZenDesk, etc.) highly preferred.Experience in multi-channel sales environments (direct, agency, distribution, etc.).Multi-lingual (Spanish).Well-developed business acumen.Ability to multi-task and handle numerous assignments simultaneously.Self-motivated, excellent problem-solving abilities.Advanced computer skills.Experience with J.D. Edwards EnterpriseOne environment is a plus.QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andor ability required. Education: Bachelor's degree or equivalent education and experience.Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized puter Skills: To perform this job successfully, an individual should have knowledge of Microsoft Applications, including Excel.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Sit and use hands to type, use a mousekeyboard, etc. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.The employee must occasionally lift andor move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Must have ability to focus vision between computer monitor and hard copy.WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Most of the job duties will be carried out in an office environment.While performing the duties of this job, the employee will occasionally be required to visit the manufacturing operations.The noise level in the work environment is usually moderated Benefits: 401(k)Health insuranceDental insuranceVision insurancePaid time offEEOC:LSI is committed to a diverse and inclusive workplace. LSI is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Created: 2025-01-16