Customer Experience Manager

The Customer Experience Manager is responsible for delivering exceptional customer service, supporting clients through both inbound and outbound calls, and meticulously recording project details while preparing orders for the production team. Guides customers to sales representatives when necessary and conducts follow-up calls on ongoing marketing initiatives. Manages lead tracking and distribution among sales team members. Responsible for overseeing and directing daily operations to ensure that center team members are equipped with the necessary tools and resources to effectively fulfill their roles.

Manages scheduling, work progress, inventory maintenance, and cultivates professional relationships with vendors. Additionally, responsible for preparing and following up on estimates, orders, and customer inquiries via the Point of Sale (POS) system. Additionally, handles general administrative responsibilities. Responsibilities: ESSENTIAL DUTIES and RESPONSIBILITIES
• Provides telephone support and service for clients
• Conducts calls to engage with clients regarding marketing campaigns
• Accurately enters client’s project/order into the system
• Tracks and assigns lead to sales team members
• Maintains and updates customer database, orders, projects and contact information
• Manages lead sources including internal sources and external programs; surveys, marketing campaigns, websites, social media
• Creates informative social media messages, manages posts, updates, and engagement on relevant sites
• Works independently while serving as a support to the team
• Provides general administrative support for the Center
• Manages multiple projects and deadlines
• Proficiently utilize Microsoft Office Suite
• Run reports, interpret and communicate data
• Oversee daily production from initial sale throughout the process to completion
• Provide project management guidance and direction
• Proficiently schedule, utilize calendar(s), workflow, POS
• Create, distribute, communicate scheduling needs, manage the workflow
• Identify challenges, create workable solutions
• Communicate effectively and professionally with clients, customers, and team members on a daily basis
• Create and assist with estimates, orders and inquiries
• Develop best practices for all areas
• Work with teams, listen to suggestions and implement when appropriate to improve areas in need
• Create and maintain a professional atmosphere, protect confidentiality
• Responsible for employee morale, creating and encouraging a great place-to-work atmosphere
• Serves as an ambassador of the Company OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty with precision and professionalism. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• 3-5 years of business-to-business sales support and/or customer service experience
• Proficient in MS Office Suite
• Knowledge of sign industry substrates, media, products
• Excellent time management, project management for multiple projects, deadlines and orders SUPERVISORY RESPONSIBILITIES
• Responsible for the overall direction, coordination and daily operations of the company and personnel.
• Carries out leadership responsibilities in accordance with company policies, procedures, safety and applicable laws.
• Responsibilities include supervising; planning; workflow; directing work; assessing performance and performance needs; addressing complaints and resolving problems. EDUCATION and/or EXPERIENCE
• Knowledge and previous experience serving in a leadership position in a production, sales and manufacturing, print facility.
• Excellent verbal and written communication skills.
• Ability to project manage, and direct the…