Customer Experience Manager
Job Posting for Customer Experience Manager at Acme Manufacturing Company Inc.
Are you looking for your next great job opportunity? We are seeking a Customer Experience Manager to join our team!
Job Description
Customer Experience Manager
Regal Brands has an opportunity available for Customer Experience Manager! This position will start at $70,000.00 annually (negotiable depending on experience) and is eligible for our full benefits Package, including health, dental, life, and 401k. The Workweek for this position Full-Time, (40 hours per week) Monday –Friday. This position will work on-site at our facility near I-70 and Monaco.
Starting Pay: $70,000.00 annually (negotiable depending on experience).
Benefits: Medical, dental, vision, short term and long-term disability, 401(k), and paid holidays and vacation
Job Duties and Responsibilities:
Regal Brands is looking for a Customer Experience Manager who has a passion for providing “best in class” experiences for our customers through email, social media, online chat and inbound phone calls. The ideal candidate will be an expert problem solver and have experience leading a customer support team in a fast-moving, eCommerce environment. You will build, lead and mentor a team of dedicated customer support associates that serve a variety of online and offline customers, from dealers and trade professional to end-users. As the team’s leader you will foster an environment of partnership and positivity, bias toward action, and commitment to the customer. You will also serve as the “subject matter expert” from a business, operations, customer service and consumer affairs perspective. You will be tech savvy, mechanically inclined and sales goal driven with a strong understanding of brand messaging and business drivers that will impact sales. An interest in home renovation, interior design and architecture is a plus!
Other responsibilities include:
· Manage day-to-day activities of the customer support team to ensure all processes and inquiries (i.e. emails, phone calls, live chat, direct messages) are handled accurately, timely and efficiently.
· Responsible for day-to-day administration of Helpdesk and Live Chat tools (i.e. Gorgias) and other customer service web based technology.
· Serve as the curator of customer experience and play a key role in crafting the online customer support experience for our rapidly growing ecommerce business.
· Ensure a “best in class” customer experience by proactively training, coaching and leading a team of customer service associates.
· Evaluate and analyze systems including, but not limited to, email and online chat and ensure they are used to its maximum benefit.
· Report on productivity of overall customer service, including response time to customers, number of inquiries per week, logging customer pain points, analyzing product returns, logging website errors, and monitoring overall customer satisfaction.
· Ensure customer orders, returns, and warranty Issues are entered with accuracy and thorough, timely follow-up.
· Help resolve customer service and website issues by collaborating with Marketing, Technology, Sales, Operations and Warehouse teams.
· Oversee and manage transactions such as payments, billing, returns and exchanges.
· Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
· Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
· Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
· Compare disputed merchandise with original requisitions and information from invoices and prepare documents for returned goods.
· Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
· Process orders from our network of eCommerce channel partners including, but not limited to, Amazon, Wayfair, Home Depot.
Who we are seeking in an applicant:
The idea candidate for this position will have at least a bachelor’s degree or equivalent experience/training and 2-3 years in customer service in an eCommerce setting.
· Home Improvement/Interior Design experience a plus.
· Hands-on experience with eCommerce platforms (i.e. ShopifyPlus) and customer service/live chat software (i.e. Gorgias).
· Thorough understanding of entire eCommerce process from conversion to fulfillment to customer service.
· Excellent organizational and time management skills and outstanding project management experience.
· Requires excellent verbal and written communication skills.(Bilingual in Spanish is preferred.)
· Ability to communicate with all levels of the organization and participate cross-functionally with Operations, Sales and Marketing Teams
· Enjoys interacting with customers and excels in negotiation and conflict resolution.
· Ability to effectively manage customer expectations and build loyal customer relationships.
· Ability to understand and educate customers on products.
· Strong computer skills are required, including proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience using an ERP System.
Who we are:
Regal Brands is home to four premium hardware brands, representing a wide range of styles and décor. Our brands include our flagship, Nostalgic Warehouse, in the Vintage Hardware space, Grandeur Hardware, in the premium Transitional genre, Ageless Iron, a Rustic Farmhouse style, and Viaggio Hardware, our newest entry into the Contemporary design arena. Products from our companies are made with quality and durability in mind and our business model nurtures relationships with e-commerce channel partners, as well as offering our own e-commerce purchasing experience through our individual brand web sites. We also serve a select number of brick-and-mortar showrooms that represent our products. As a premier door hardware manufacturer, every aspect of growth has been tempered with consideration for the business and consumer communities we serve, based on practices that are fair and sustainable.
Apply Here:
Apply Here:
https://recruiting2.ultipro.com/ACM1002AMCI/JobBoard/a2e87209-7351-4c39-9390-961af14b2e7d/OpportunityDetail?opportunityId=f26beca4-e209-4080-9d5d-a2d083389b3d&sourceId=52024e19-edeb-4a42-b51c-ef24b5fd9338
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Salary.com Estimation for Customer Experience Manager in Denver, CO
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