What are the responsibilities and job description for the Customer Experience Manager position at Rico?
Rico Industries in Heath Springs is seeking a Customer Experience Manager to lead and support a team of customer service representatives who assist customers via phone and online channels. The ideal candidate will have a positive attitude, strong leadership skills, and a commitment to delivering an excellent customer experience. This role requires proficiency in Microsoft Excel, with experience in Oracle NetSuite and EDI considered a plus.
Key Responsibilities
- Supervise, mentor, and train customer service representatives to ensure high-quality service and productivity.
- Monitor team performance and provide feedback to improve efficiency and customer satisfaction.
- Handle escalated customer inquiries and complaints in a professional and timely manner.
- Develop and implement customer service policies, procedures, and best practices.
- Track and analyze key customer service metrics using Microsoft Excel and other reporting tools.
- Collaborate with other departments to resolve customer issues and streamline processes.
- Ensure compliance with company policies and industry regulations.
- Assist in system updates and process improvements, including integration with Oracle NetSuite and EDI systems (if applicable).
Qualifications & Requirements
- Previous experience in a customer service leadership or supervisory role.
- Strong communication and problem-solving skills.
- Proficiency in Microsoft Excel (e.g., data analysis, reporting, pivot tables).
- Experience with Oracle NetSuite and EDI is a plus.
- Ability to work in a fast-paced environment and manage multiple priorities.
- A proactive and positive attitude with a customer-first mindset.
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Retirement Plan
- Paid Time Off (PTO)
How to Apply
Interested candidates should submit their resume to abeeler@ricoinc.com.