Customer Experience Manager- Charlotte,NC

*Position will be based out of Charlotte, NC headquarters office

The Customer Service Manager is responsible for overseeing all operations of the Order Fulfillment Support Center, fostering an environment of service excellence across all CSUS Regions. The ideal candidate will have experience driving performance and effectively managing a centralized team (and any remote locations). The Customer Service Manager will report to the Vice President of Operations – North America.

Accountabilities

Deliver an exceptional customer experience at all touch points.

• Ensure Order Fulfillment team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects.

• Translate customer experience intent into specific success measures.

• Develop measurement capabilities: customer survey analyses, text analytics, third-party analysis, etc.

• Identify key loyalty and satisfaction drivers.

• Ensure the support center is utilized to its fullest extent across departments in support of all business and interdepartmental objectives.

• Ensure all escalations are resolved in a manner that restores customer faith without burdening the business.

• Ensure policies, procedures, and practices are communicated, monitored, and enforced uniformly within the team.

• Ensure team members are fulfilling orders in a timely and efficient manner.

• Participate in the department’s recruitment activities to ensure CS hires the best talent available.

• Partner with Distribution Center Managers to proactively engage all consumers impacted by warehouse delays or OOS inventory.

• Work closely with Sales for alignment of sales targets and build plans to achieve results.

• Present analyses of weekly performance vs. targets with key actions to drive optimization.

• Ensure all teams and employees sell with integrity and uphold pricing policy standards.

• Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.

• Ensure that all transactions that affect inventory are processed accurately by auditing the Sales Exception Reports

• Co-ordinate effective promotional campaigns and the implementation of business development plans.

Drive all strategic and operational activities through to successful completion.

• Ensure that short term and long-term resourcing needs are met; create contingency plans to minimize any negative impact to the day-to-day productivity and effectiveness of the support center.

• Build weekly analyses of performance vs. targets for presentation to wider team and market stakeholders.

• Drive talent management activities at all levels of the support center team.

• Oversee the design, development, delivery, and implementation of effective operational and training policies, procedure, materials and programs to ensure support of all support center-defined performance metrics.

• Consistently manage departmental costs to drive favorable financial results for profitable operation.

• Identify change initiatives to support successful productivity levels and quality customer service.

• Review continually the department’s training and assessment materials; develop or re-design programs and materials to ensure they are best aligned to support achievement of support center-defined performance metrics and over-all employee development.

• Identify opportunities to reduce costs and/or increase productivity; oversee the implementation of resulting policies, procedures and practices.

Salary

The anticipated total compensation range for this position is between $100,000 and $127,000, which includes a base salary and an incentive bonus opportunity. Base compensation within this range is determined based on job-related knowledge, skills, experience, and geographic location.

Requirements

Skills

• Strong experience managing an in-bound support center utilizing digital service channels including live chat, email etc.

• Proven engaging leader with a successful track record of delivering service excellence through developing people, while being an expert people developer with an emphasis on leading vs. managing,

• In-depth knowledge of customer relationship management software and call management systems

• Experience in strategic planning leading to service excellence required.

• High level of customer service excellence required, for example conflict resolution, negotiation, and objection handling skills

• Strong written and verbal communication history including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience.

• Proven success in analytical and conceptual thinking situations including solid financial management experience.

• Demonstrated ability to build and implement efficient processes.

• Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment.

• Proven ability to successfully collaborate cross-functionally to achieve business objectives.

• High level of proficiency with ORACLE ERP system is a plus

Education / Experience

• Five (5) plus years of customer support/management experience

Working Conditions

• Travel may be required

• Ability to attend and conduct presentations

• Manual dexterity required to use desktop computer and peripherals

• Lifting or moving up to 10lbs may be required