Customer Experience Manager

Company Profile

TOMI™ Environmental Solutions, Inc. is a global bacteria decontamination and infectious disease control company, providing environmental solutions for indoor surface decontamination through manufacturing, sales, and licensing of our premier platform of Hydrogen Peroxide based products that use Binary Ionization Technology® (BIT™), a state of the art technology for the production of its disinfectant/decontaminate mist/fog represented by the TOMI™ SteraMist™ brand.

Job Description

TOMI Environmental Solutions Inc. is looking for a full-time Customer Experience Manager to build a strong customer relationship and to ensure future revenue and company profitability. TOMI has an immediate opening for multiple positions in this role. This individual must be able to take the lead and have a great customer service skill, exceptional follow up & follow through capabilities, strong computer skills, and accuracy while entering data into our system. In addition, their analytical ability is a valuable asset, while their communication skills can make a difference for customer relationships. We are a casual, fun, and high-paced work environment! Would you like to be part of cutting-edge technology that uses cold-plasma and is dedicated to making the world a safer place?

TOMI is a leading provider of infection prevention and disinfection/decontamination products and services, focused primarily on five divisions: Life Sciences, Hospital-HealthCare, the TOMI Service Network (TSN), Food Safety, and Commercial. Our mission is to help our customers create a healthier world through TOMI’s product line. The TOMI motto is “Innovating for a Safer World.”

As a global decontamination and infectious disease control company, TOMI provides environmental solutions for indoor and outdoor surface decontamination through the sale of equipment, services and licensing of our SteraMist Binary Ionization Technology (BIT) which is an EPA registered hydrogen peroxide-based fog.

Full-time Customer Experience Manager

Essential Duties and Responsibilities:

Identify and assess customers’ needs to achieve satisfaction.
Take the lead to reach out to welcome new customers through verbal and written communications.
Ensure all new contacts, leads and opportunities are consistently logged into CRM.
Assist customers with support regarding conflicts, repairs and any other matters directing them to the appropriate personnel.
Ensure effective and efficient delivery of service protocols and training by assessing needs, tracking participation in training sessions, and analyzing user satisfaction.
Gather customer’s feedback, implement a measurement process, and maintain records on all session offering, registrations and attendance.
Act as a liaison between customer and TOMI departments (i.e. training, service)
Provide customer with billing resolutions regarding invoices and/or discrepancies in a timely and efficient manner.
Conduct shipping and receiving as well as transfers for customer orders and repairs.
Direct and support the consistent implementation of company initiatives and requests to manufacturing representatives and service providers.
Ensure management is routinely updated, especially in relation to customer visits, quoting, forecasting, etc.
Keep records of customer interactions and submit activity reports to management such as daily call reports, work plans, etc.
Prepare reports by collecting and analyzing customer information
Support sales and management by providing timely and accurate customer information, follow up scheduling and attention to detail is critical.
Ensure the quality and consistency of course contend and service protocols.
Assist in identifying deficiencies in skills among sales associates managed and works to improve individuals’ capabilities through coaching, development, and training.
Assist in all administrative related matters.
Create and modify documents in Microsoft Office applications.
Follow communication procedures, guidelines, and policies
Other responsibilities as requested.

Benefits: We offer a comprehensive benefit package

Job Type: Full-time

Schedule: Monday - Friday

Work Location: Frederick, Maryland


Education and Experience Required:

Bachelor’s degree preferred
10 -15 years of experience in Sales or Customer Care
Training experience in Healthcare settings is a plus
Proven experience in customer support
Customer orientation and ability to adapt/respond to different types of characters
Proficiency in CRM systems and practices, ZOHO CRM experience preferred but not necessary

Skills Required:

Strong phone contact handling and active listening skills
Strong customer service skills in a fast-paced environment
Efficient multitasking and time management skills
Strong organizational skills and attention to detail
Excellent written and verbal communication skills
Proficiency in Microsoft Office

Base Comp. $50,000.00
Total Comp. $55,000.00

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