Description

The Best Experience Company

With roots stretching back to 1891, Horizons has experienced unprecedented growth via the marketing and production of unique and innovative window fashions not available from any other company. Horizons is proud of a long, rich heritage of creating supreme quality, locally crafted products in Waukegan, Illinois. In 2013 Horizons was acquired by Springs Window Fashions. Springs has been part of the window treatments industry since 1939 and is headquartered in Middleton, Wisconsin.

Our tagline is “The Best Experience Company.” More than just a set of words, it represents the essence of who we are at Springs. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you’re excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you!

Your Best Career Experience

As a Customer Experience Manager, you will play a foundational part in the company’s success. You’ll foster Bex (Best Experience Company) for your team and consumers.

Your Best Career Experience Responsibilities

This position is responsible for managing the activity and results of all administrative aspects of the Customer Experience function which includes Design Modifications, Order Entry, Customer Service and Production Services. This position has responsibility to coordinate team workflow to meet required performance standards established for the given business unit.

Reporting Analysis Duties:

• Respond to inquiries/correspondence from internal/external customers and/or suppliers 

• Create and analyze various reports for Customer Experience team in order to improve productivity and process
• Maximizes departmental productivity through proficient use of software applications
• Ensures appropriate performance metrics are established and works with Customer Service Supervisors to address any performance deficiencies

Quality / Productivity Assurance. 

• Operates as liaison between Sales and Production to identify and appropriately communicate/assist in the resolution of product quality and service issues 

• Coordinate necessary support for direct reports, to ensure timely customer satisfaction 
• Communicate opportunities to management with recommendations or solutions 
• Monitor CSR team call process efficiency/quality 
• Represent Customer Service on quality/process improvement teams 
• Assist Customer Service Supervisors with Performance Management processes 

• Provides feedback to upper management regarding new products, policy concerns, market trends, etc. 

Coach / Mentor Direct Reports. 

• Establish continuous improvement mindset with Customer Service Supervisors 
• Communicate individual performance feedback to associate and supervisor to ensure goals are achieved
• Mentor direct reports to encourage process improvement Leadership 

• Resolve customer issues that cannot be handled by Customer Service Supervisors 

Requirements

What We’re Looking For

• 8 years of experience in a high volume customer service environment, window treatment experience preferred
• 3 years supervisory experience
• Bachelors degree preferred

• Experience effectively managing a team
• High level of organization, discipline, and self-structure
• Able to convey window treatment construction and installation expertise and knowledge over the phone
• Ability to leverage Microsoft Office
• Skilled in developing and analyzing routine data to maintain goals 

• Clearly defines and utilizes processes in daily work 
• Knows HWF team structure, roles and responsibilities 
• Looks for innovative ways to streamline work processes across the division and involves stakeholders 

How We Work to Deliver a Best Experience: Our Behavioral Competencies

• Ensures Accountability – Holding self and others accountable to meet commitments
• Drive Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives
• Instill Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Drive Results – Consistently achieving results, even under tough circumstances

• Consumer/Customer Focus – Building strong customer relationships and delivering on customer-centric solutions
• Critical Thinking – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations
• Optimize Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement