Customer Experience Supervisor - Backoffice Support

About the role

This role is responsible for collaborating with team members to enhance overall customer satisfaction. Duties include overseeing the Backoffice Support and front line CSRs, improving the end-to-end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Responsibilities

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of Backoffice Support Specialists, providing guidance, training, and support to ensure accurate and timely order entry, returns processing, and customer service delivery.
• Support frontline reps with customer inquiries, escalations, and duties as assigned.
• Oversee resolution of sync errors and ensure orders are entered and corrected accurately in Dynamics 365 (D365).
• Oversee open order management, including backorder updates, return management, and return follow-up.
• Serve as an escalation point for backoffice tasks and system issues.
• Identify training needs and process improvement opportunities.
• Monitor and evaluate customer and order interactions to identify areas of improvement and implement necessary changes.
• Collaborate with cross-functional teams to resolve customer and order issues and provide seamless customer experiences.
• Develop and maintain order entry, returns, and customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field preferred; equivalent combination of education and experience considered.
• Minimum of 3 years of relevant experience in operations support, back-office support, customer service, or supervising teams in a customer-facing environment.
• Experience with ERP systems, such as Dynamics 365 (D365), JDE, and Salesforce; highly proficient in Excel.
• Strong aptitude for navigating CRM, order management, and e-commerce platforms (e.g., Adobe Commerce), customer service software tools, and phone systems.
• Experience in interior design, custom home building products, luxury home furnishings, and/or lighting industry, a plus.

Qualifications

• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Able to analyze data and generate meaningful insights.
• Able to work in a fast-paced environment and handle multiple priorities.
• Able to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Demonstrate exceptional communication across all contact channels, including email, chat, and phone.

Skills

• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Able to analyze data and generate meaningful insights.
• Able to work in a fast-paced environment and handle multiple priorities.
• Able to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Demonstrate exceptional communication across all contact channels, including email, chat, and phone.

Benefits

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retail: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

Pay

$66,000 - $70,000

Schedule

Monday – Friday, 8:00am – 5:00pm