Position Summary:

The Customer Experience Manager is responsible for all strategic planning and managing daily operations of Customer Service and Special Orders including improving tools, practices, and communication systems. In addition, prompt and accurate order entry, efficient customer problem resolution, effective hiring, training, monitoring, and evaluating of employees.

Essential Functions and Responsibilities:

• Manage, monitor, and evaluate daily activities of Customer Support Representatives and Special Order Vendor Specialists. Analyze and recommend changes to positions and structure as needed
• Develop and train employees to assure world-class service, by coaching and monitoring and leading by example
• Develop, monitor, and analyze statistical measures, incentive programs and other motivational and tracking tools for CSR and company performance.
• Handle phone calls including any elevated calls from customers, sales reps and field management
• Meet all department goals, objectives, and standards for Customer Support
• Assist Sales in managing National accounts, creating reports, and gathering information.
• Perform as liaison with external sales to internal departments.
• Maintain a positive work atmosphere with customers, clients, co-workers, and management
• Effective problem-solving skills, proven ability to work in a team environment.
• Excellent PC and computer knowledge skills
• Capable of setting and meeting individual and team goals and objectives
• Other duties as assigned

Supervisory Responsibility:

• Supervise and train a team of 10-14 including order entry, customer service, special orders, and other roles as created in the future to serve our customers and outside sales team
• Able to recommend and carry out disciplinary action or P.I.P. in accordance with company policy

Education, Certifications and Licensures:

• College degree or equivalent from 4 year college or 3 to 5 years related customer experience and/or customer service managerial experience, training or equivalent combination of education and experience
• 3-5 years managerial or supervisory work experience required. CX experience preferred
• Hiring and training experience required

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your salary requirement?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Support & Client Services Managers: 4 years (Preferred)
• Management: 3 years (Preferred)

Work Location: One location