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Customer Experience Manager

Bedgear Rock Hill, SC
Full Time | Retail 6 Months Ago

JOB TITLE: Customer Experience Manager (B2C Customer Service)

DEPARTMENT: Customer Experience

REPORTS TO: VP - Operations

HOURS AVAILABLE: Monday - Friday 8:30 AM – 5:30 PM; occasional availability outside of traditional business hours may be required for meetings, retail holiday coverage, special projects, etc


Why Work @ BEDGEAR?

If you are looking for a career and not just a job, BEDGEAR provides a work environment that accelerates growth for all its team members. Keeping up with the everyday challenges of a fast-growing consumer goods company demands a team of all-in players, who are focused on continuous improvement, collaboration, leadership, and have a growth-mindset. If you want to elevate yourself personally and professionally, surrounding yourself with others that share the same values, beliefs, and behaviors will provide the support and extra push to reach new heights and smash new goals. At BEDGEAR you can expect to find successful teammates who exemplify our core values of being:

 

HUNGRY - HUMBLE - CURIOUS - CLEVER - COMMITTED - HUMANITARIAN

 

About BEDGEAR® PERFORMANCE®

Launched in 2009, BEDGEAR® is the brand of Performance® that provides innovative bedding by focusing on an active lifestyle and well-being. BEDGEAR's sleep solutions are engineered with fabrics that are moisture wicking and instant cooling and maximize airflow to allow the body to naturally regulate its temperature. With a core belief of One Size Does Not Fit All™, BEDGEAR has redefined the way people view sleep by developing interactive in-store experiences and breathable bedding products that are personally fit to a consumer based on specific factors, including body type, sleep position and temperature. BEDGEAR is dedicated to integrating environmental responsibility into product development to ensure less returned goods are being sent to landfills. BEDGEAR is essential to the rest and recovery routines of professional athletes and active people who need to maximize their sleep. A proud manufacturer in the USA, BEDGEAR offers mattresses, pillows, sheets, blankets, pet beds as well as travel, kids and baby products that often feature removable and washable covers to maintain a clean and healthy sleep environment. BEDGEAR is represented in more than 4,000 retail stores across the globe and has earned more than 220 U.S. and worldwide patents, trademark registrations and pending applications. Sleep Fuels Everything®! 

Learn more at www.bedgear.com

About the Position: The Customer Experience Manager is responsible for curating an amazing customer experience - consistent with BEDGEAR’s brand - directly to consumers through a variety of channels including phone, email, live chat and more. As manager, your main reasonsibility is to develop a team that is empowered to help end users find the right sleep system that meets their needs, provide answers to questions or problems, and create customers for life.


What's expected (includes but is not limited to):

  • Leads, coaches, and supports a team that is responsible for providing a world-class customer experience through phone, email, chat, reviews, questions, and other channels.
  • Resolve customer concerns and issues quickly and with a sense of urgency.
  • Responsible for ensuring team members are meeting their role expectations beyond KPI’s; reading communications, adhering to scheduling, completing product and process learnings/trainings and more.
  • Work closely with Consumer Marketing on eCommerce and marketplace strategy and growth goals.
  • Monitor and measure key metrics such as sales volume by marketplace (i.e. bedgear.com, Amazon, Wayfair, etc.), customer satisfaction, net promoter score, reviews and ratings. 
  • Work within ERP system (NetSuite) to complete a number of tasks including but not limited to: track key metrics, document customer cases, and process return authorizations.
  • Work closely with Product Marketing on new product launches and dates to ensure all representatives are providing accurate information to customers (product knowledge, company information, branding, messaging, images and processes).
  • Responsible for driving results through team performance by setting goals, shadowing team members, and creating strategies for efficient and quality interactions with customers.
  • Monitor call stats, including average handle time, average hold time, number of calls handled, repeat callers, etc. 
  • Assist with special projects as needed

Qualifications/Requirements:

  • Must be 18 years of age or older
  • HS Diploma or GED
  • Must be legally authorized to work in the United States and have IDs needed to verify
  • English proficient with exceptional written and verbal communication skills (grammar & syntax)
  • Computer savvy; proficient with Microsoft Office & aptitude for other programs
  • Must be able to learn and retain a working knowledge of all new and existing product lines
  • Must be willing and able to travel up to 10% of the time.

Education/Experience/License Requirements:

  • Minimum 5 years of customer service experience.
  • 3 years’ experience in a supervisory/leadership role.
  • 2 years’ experience with consumer goods customer service
  • Experience supporting a direct-to-consumer business is highly preferred
  • Experience building a team and/or department a plus.
  • Expert experience in email & web-based chat interactions
  • Bi-lingual is a plus
  • Working knowledge of ERP systems is a plus, preferrably NetSuite
BEDGEAR is proud to be an equal opportunity employer that participates in the e-verify program.

 

WEBSITE

bedgear.com

HEADQUARTERS

FARMINGDALE, NY

SIZE

100 - 200

FOUNDED

2009

CEO

MICHAEL HOWLEY

REVENUE

$5M - $10M

INDUSTRY

Retail

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The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Experience Manager job description and responsibilities

Begins with understanding each customer and their specific need.

01/05/2022: Muskegon, MI

Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.

02/23/2022: Lima, OH

They supervise the customer experience and service teams, direct and monitor their activities and train their members.

01/19/2022: Pensacola, FL

They're also responsible for leading both the customer service and the customer experience teams.

02/21/2022: Charleston, SC

Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.

02/11/2022: Roanoke, VA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Manager jobs

They work alongside upper management to promote retention of customers and overall positive experience with the brand.

12/23/2021: Idaho Falls, ID

Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

01/20/2022: Passaic, NJ

Measure and analyse customer feedback.

02/11/2022: Bradenton, FL

Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.

12/21/2021: Alexandria, LA

Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

03/03/2022: Newark, NJ

Step 3: View the best colleges and universities for Customer Experience Manager.

Butler University
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