Customer Experience Supervisor - Backoffice Support

Customer Experience Supervisor - Backoffice Support

Headquarters Houston, 22400 NW Lake Drive, Houston, Texas, United States of America

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

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.

Visual Comfort Offers:

• 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.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• 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.
• Leading and supporting 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.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule, while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• 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…