Customer Experience Manager

Industry: Consumer goods experience required; eCommerce preferred

Schedule
:
Monday
- Friday; 8-5 - Full Time/ Onsite

The Customer Experience Manager leads the customer service team and focuses on creating a smooth, efficient, and positive customer journey.

This role serves as a primary point of contact for customers, resolving inquiries and complaints while improving processes, response times, customer satisfaction, and overall service quality.

• Manage, mentor, and develop a team of customer service specialists.
• Respond to customer inquiries through phone, email, and live chat using the CRM system.
• Ensure customer inquiries are responded to within 24 hours or less.
• Identify customer needs, troubleshoot issues, and provide solutions according to company policy.
• Develop strategies to improve customer experience and reduce response turnaround time.
• Improve processes for calls, emails, returns, and exchanges.
• Document and escape customer feedback, complaints, and compliments to the appropriate executive team member.

• Customer service and/or call center management experience required.
• Experience managing a team required.
• Strong communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Empathy and a strong customer-focused mindset.
• Strong understanding of CRM systems and implementation.
• Strong organizational, prioritization, and multitasking skills.
• Ability to remain calm under pressure and bring projects to completion.
• Demonstrated team management, mentoring, and cross-functional collaboration skills.

• Lead and develop a customer service team.
• Have a direct impact on customer satisfaction, loyalty, and brand reputation.
• Opportunity to improve customer service processes, efficiency, and response times.
• Work cross-functionally to support business growth and an improved customer experience.