Position: Retail Experience Team Manager

Reports to: Director of CX

Location: Scranton, PA

The AZEK Company (www.azekco.com) is a $1 Billion and growing industry-leading manufacturer of beautiful, low-maintenance building products, and is highly committed to accelerating the use of recycled materials. We use our expertise in materials science to engineer and manufacture high-quality, sustainable residential and commercial building products that improve lives and businesses. All of AZEK’s products are designed to replace wood, metal and other traditional materials in a variety of applications. In June 2020, we completed a highly successful IPO (NYSE: AZEK).

Compelling reasons to join The AZEK Company

1. Great Company culture focused on investing and developing Employees
2. Fun Team environment filled with people who love to win
3. We compete in high-growth industries and markets with high margin potential
4. Proven success in setting and achieving goals that benefit the communities and the environment where we operate in addition to consistently strong financial results
5. A flexible, work-from-home/in-office hybrid work environment
6. Regular, local team building activities
7. Competitive wages, bonus and all-in earning potential
8. Strong benefits including 401k match, employee stock purchase program and employee product purchase program

Brief Job Overview

We are seeking a dedicated and experienced Retail Customer Experience Manager to lead our retail customer service team based in Scranton, PA. As a vital member of our Customer experience department, you will be responsible for overseeing a team of nine full-time employees and ensuring the seamless processing of orders. Reporting directly to the Director of Customer Experience, you will play a critical role in delivering exceptional service to our retail customers while driving operational excellence within the organization.

Key Responsibilities

1. Team Leadership and Development
2. Lead and manage a team of nine frontline employees responsible for processing retail orders and addressing customer inquiries and concerns.
3. Provide coaching, mentorship, and support to team members to foster their professional growth and development.
4. Set clear performance expectations, conduct regular performance reviews, and identify opportunities for training and skills enhancement.
5. Order Processing and Fulfillment
6. Oversee the efficient and accurate processing of retail orders, ensuring timely fulfillment and delivery to customers.
7. Monitor order volumes, prioritize tasks, and allocate resources effectively to meet Customer demand and service level agreements.
8. Collaborate with cross-functional teams, including Sales, Operations, and Logistics, to address order-related issues and optimize order fulfillment processes.
9. Customer Service Excellence
10. Champion a Customer-centric mindset within the team, emphasizing the importance of delivering exceptional service and exceeding Customer expectations.
11. Resolve escalated Customer inquiries and complaints in a timely and professional manner, seeking to achieve satisfactory outcomes and build long-term Customer relationships.
12. Analyze Customer feedback and trends to identify areas for improvement and implement proactive measures to enhance the retail Customer experience.
13. Process Improvement and Optimization
14. Identify opportunities to streamline order processing workflows, eliminate bottlenecks, and improve efficiency.
15. Implement best practices and standard operating procedures to ensure consistency and accuracy in order processing and fulfillment.
16. Continuously monitor key performance indicators (KPIs) related to order processing and customer service metrics, driving initiatives to achieve performance targets.
17. Collaboration and Communication
18. Collaborate closely with the Director of Customer Experience and other stakeholders to align retail Customer service initiatives with departmental goals and organizational objectives.
19. Communicate regularly with internal teams and external partners to coordinate order processing activities, address issues, and drive cross-functional collaboration.
20. Act as a liaison between the retail Customer service team and other departments, facilitating communication and ensuring alignment on key priorities and initiatives.

Qualifications

1. Bachelor's degree in Business Administration, Marketing, or related field.
2. Minimum of 5 years of experience in customer service management, preferably in a retail or building materials environment.
3. Proven track record of success in leading teams, managing retail operations, and delivering exceptional customer service.
4. Strong understanding of order management processes, inventory management, and retail logistics.
5. Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate team members.
6. Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve performance.
7. Flexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
8. Proficiency in JD Edwards (Oracle based), Five9, Salesforce.com, Tableau, Microsoft Office Suite and other systems may support faster growth and development at The AZEK Company

Join our team and play a pivotal role in shaping the retail Customer experience for our building material company. If you are a results-oriented leader with a passion for driving excellence in Customer service, we encourage you to apply now!

Our compensation reflects the cost of labor across several geographic markets. The annual salary for this position ranges from $60,000 in our lowest market up to $80,000 in our highest market, plus bonus, equity, and benefits as applicable. The pay for roles at AZEK varies depending on a wide range of factors including but not limited to the specific work location, role, skill set, and level of experience.

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