Customer Experience Manager

About the role

This role is for a Customer Experience Manager who will manage and provide inside support for orders in adherence to quality standards, deadlines, and proper procedures. The ideal candidate will handle customer service items, order status, inventory issues, manage customer expectations, and review customer non-compliance issues.

Responsibilities

• Professionally manage direct reports to achieve business objectives
• Manage and assist large volume of inbound and outbound calls to clients
• Effective order management, credit and report processes
• Train, coach and demonstrate customer satisfaction best practices (follow up and notification)
• Track, oversee and guide all customer interactions
• Manage and report team performance utilizing formalized metrics
• Collaborate with other departments to assist in solutions for clients
• Influence and demonstrate a problem-solving approach when resolving challenges
• Efficient time management and meeting all department objectives
• Collaborate in developing continuous improvement plans for respective market
• Develop a high performing team assisting in meeting or exceeding sales objectives provided

Requirements

• College education preferred or 3+ years in professional management
• Excellent organizational skills
• Prioritizing tasks and initiatives in a fast-paced environment utilizing problem-solving techniques
• Good written and oral communications skills
• Active listening skills in handling all customer interactions
• Detail-oriented and ability to manage multiple tasks
• Experience with MS Office Suite including Excel, Word, Outlook and PowerPoint
• ERP System Experience Preferred But Not Required

Qualifications

• Coachable and willing to participate in self-development

Skills

• Customer Service Lead or Supervisory Experience
• Exceptional Problem-Solving and Communication Skills

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Free Life and Disability Insurance
• Health and Dependent Care Flexible Spending Accounts
• 401k with 3% company match and annual employer discretionary contribution
• Paid vacation, holidays and sick time
• Employee Assistance Program
• Access to thousands of free online courses
• Discounts on cell phones, movie tickets, gym memberships, and more!
• Education Assistance (both college degrees and professional certifications)
• Referral Program with cash bonus
• Access to on-demand pay

Pay

The compensation for this position is commensurate with experience.

Schedule

The schedule for this role is not specified.