Customer Experience Manager

At West Paw, our goal is to be “Dog’s Best Friend”. We do this by making things dogs love and by caring about how we make the things dogs love - from our own factory in beautiful Bozeman, Montana.

The talented, dog-loving, sustainability driven team at West Paw designs, manufactures, markets and ships high quality, planet and people conscious dog products to over 40 countries and 6000 retailers. Our products are proudly made by us in our eco friendly facility in Bozeman, and we pride ourselves on products that are safe, durable and made responsibly.

Beyond dogs, we care about people and the planet too. At West Paw, we envision a world where business success is friendly to people and the planet. We’re eco-friendly in our materials and manufacturing choices and people-friendly in our business choices.

We’re West Paw, a proud Certified B Corp and Dog’s Best Friend®.

To be the best fit we actively seek purpose-driven candidates that embrace the love of dogs, a curiosity to understand and passion for our vision of a better society and environment. Our best days at work often involve sharing a great dog experience that brought connection and joy.

Position Overview
The Customer Experience Manager is a full time, salaried, overtime exempt position that upholds high standards of customer service by developing, leading, and managing the customer service team of 2-3 people while directing the operation of the Customer Experience Department. This position will directly participate in providing excellent customer service, exercising considerable tact and discretion with the purpose of exceeding customer expectations and driving profit. This role reports to the VP of Sales & Marketing and is part of the Customer Experience Department.

Essential Responsibilities

• Provide highly effective and proactive leadership for Customer Experience Team Members and Customer Experience Processes through exemplary communication, planning, process improvement, scheduling, performance management, training, and ensuring the Customer Experience Team has all necessary tools and skills to be as efficient and effective as possible.
• Provide excellent listening and communication skills in all interactions (written, electronic, or verbal) with customers and co-workers
• Promote trust, accountability, and a positive work atmosphere
• Ensure accuracy and promptness in all orders, notes, information requests, call and email responses.
• Ensure that West Paw policies and product information are communicated clearly to customers and from customers to appropriate management (serving as the “voice” for our customers)
• Ensure Customer Experience effectively supports both sales and marketing with outstanding customer interactions, customer outreach, trade show preparations, and other sales and marketing initiatives
• Embody West Paw Core Values in all work interactions, tasks, and decisions: Create Joyful Connection, Humanize Business, Grow for Good, Be Real, Solve for Tomorrow
• Uphold West Paw’s Passion in all work endeavors: We spark opportunities to unleash good
• Champion West Paw’s Niche in all work decisions: Create sustainable pet products for their devoted humans
• Other duties as assigned
  
  

Company Culture
West Paw is a small family-owned business with a strong history and new growth ahead. Through our diversified workforce, with most of us in one facility, we celebrate a collaborative, hardworking team. Our success stems from our values, our vision and purpose, and our willingness to learn and grow. We leverage Open Book Management allowing all employees to become better business people and to understand how they can further business success. We invest in financial literacy and transparency to engage employees to contribute to our current financial condition and future plans. Our team is united in our quest for a cleaner planet, healthier communities, safe and happy pets, and transparent business practices. Everyone from production to sales to accounting and beyond rallies around our mission with a shared sense of purpose and pride. Our culture is built on relationships – with each other, our customers, our pets, our community, and our planet.

The joy of our work comes from sharing in success with people who are passionate about pets, contribute to our culture, appreciate a fast-paced atmosphere, share our values and further our vision.

Essential Ability, Knowledge, and Skill Requirements

• Excellent communication skills; able to communicate with individuals at all levels internally and externally and by a variety of mediums including written, verbal in-person or by phone
• Excellent interpersonal skills and ability to develop relationships with people at all levels internally and externally
• Excellent computer competency that includes comfort with Mac-based programs including, but not limited to, Filemaker, Pages, and Numbers
• Ability to comfortably manage numinous work related interruptions while still completing daily tasks
• Attention to detail; thorough, accurate and organized
• Well developed organizational and time-management skills
• Must be able to deliver and receive constructive feedback, developing new skills as needed
• Ability to analyze data to find opportunities for sales growth and track results
• Competency using social media (Facebook, twitter, Pinterest, LinkedIn) and other online resources to connect with West Paw customers and prospects
• Identify and resolve problems or conflict creatively, professionally, and in a timely manner
• Gather data and analyze information skillfully
• Able to delegate, inspire others to perform well, and set expectations
• Contribute to a positive team spirit
• Willing to make decisions and exhibit sound judgment
• Work within an approved budget, maximize use of organizational resources
• Prioritize and plan work activities, use time efficiently, manage competing priorities
• Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Able to write reports, business correspondence, and procedure manuals

Education and Experience Requirements

• Associate’s degree or equivalent
• 3 years customer service experience
• 1 year management or supervisory experience
• Manufacturing experience preferred

Environmental and Physical Requirements

• Typically located in an indoor area with the possibility of mild discomfort from factors such as dust, material particles, temperature extremes, loud noise and bright lights
• Frequent periods are spent standing or sitting in the same location with some opportunity move about
• Frequent use of a computer, keyboard, and mouse
• Occasional lifting of objects up to 36 inches from floor level, and weighing up to 30 lbs
• Attend trade shows as needed up to 1 per year