Customer Service Manager

IDESCO, division of Avery Products is looking for a Customer Experience Manager who will play a critical role in cultivating an environment and a team that promotes authentic, best-in-class customer experiences, guided by our Core Value of Customer First, Always. This role is one of collaboration, innovation, inspiration, and coaching who will be responsible for championing the customer’s voice across the business and ensuring that insights from every interaction drive continuous improvement.

Our business handles a high volume of transactions and designing processes for speed and reducing complexity while ensuring high quality experiences is critical. You will own the customer feedback loop, manage our customer experience technology ecosystem, and ensure a consistent, delightful experience across every brand touchpoint.

WHAT WE OFFER:

• Competitive base pay $100k - $110k based on knowledge, skills and relevant work experience.
• Quarterly Bonus Potential
• Comprehensive benefits including, Medical, Dental, Vision, Company Paid Short-Term & Long Term Disability and Life Insurance
• 401k program with very Generous Company match
• Work Life Balance - 12 company paid holidays, Paid Vacation and Paid Sick Time
• A company culture that values individual contributions.
• Professional Development Opportunities

WHAT YOU WILL BE DOING:

• Lead, build and continue to strengthen a small, but dynamic team of Customer Experience professionals.
• Foster and champion a customer-centric mindset within the team and throughout the organization.
• Work closely with our sales team to support order entry, positive experiences and exceptional service.
• Support the development and execution of the overall customer experience vision and strategy in collaboration with the General Manager and Leadership Team.
• Empower Customer Experience Representatives with the tools, training, software, and decision-making authority to deliver exceptional interactions.
• Own and operationalize the customer feedback loop, ensuring input from live channels, email, reviews, surveys, and social sentiment is captured, analyzed, synthesized, and actioned cross-functionally.
• Collaborate with internal partners to share customer insights, identify friction points, and influence improvements across all customer touchpoints.
• Build and maintain strong cross-functional relationships to deliver meaningful and actionable insight reporting.
• Create and monitor KPIs that measure customer satisfaction, loyalty, and operational success across CX channels.
• Continuously improve loyalty metrics and lead proactive outreach initiatives to increase repeat purchases and drive brand advocacy.
• Present customer experience insights, trends, and recommendations to senior leadership, ensuring the customer’s perspective informs business decisions.
• Propose and implement new programs, CX enhancements, and software upgrades that elevate the end-to-end customer experience.
• Respond to customer feedback in a timely and empathetic manner, modelling best-in-class service standards.
• Own the full e-commerce customer experience, evaluating online purchase flows and collaborating with stakeholders to reduce friction, improve clarity, and increase customer satisfaction and conversion.

WHAT YOU NEED TO SUCCEED:

• Bachelor’s degree or equivalent experience.
• 5-8 years of progressive customer experience management or supervisory experience with demonstrated leadership skills.
• A genuine passion for serving customers and delivering exceptional experiences across channels.
• Ability to build strong relationships with customers and internal teams, viewing every customer interaction as an opportunity to create brand advocates.
• Desire to continually learn, adapt, and increase product and CX software knowledge.
• Exceptional leadership, coaching, and communication skills.
• Highly organized, with proven multitasking and time-management abilities.
• Experience working cross-functionally with teams such as sales, finance, marketing, product, and operations.
• Strong analytical skills with the ability to interpret customer data and use insights to influence decisions; familiarity with metrics such as NPS, CSAT, FRT, and deflection.
• Proficiency with Google Workspace, Microsoft Office (Excel, Outlook, PPT, Teams, etc.) and database or helpdesk management systems; comfort adopting new CX tools and platforms.

All offers of employment are based on the successful completion of a pre-employment background check. IDESCO, division of Avery Products is an at-will employer. Employment is at will and, as such, are free to resign at any time without any reason. The company retains the right to terminate an employee’s employment at any time with or without reason or notice.

Thank you for your interest! Please send your resume when responding.