Description
As a Customer Experience Manager you will lead and oversee the daily operations of the department, collaborating alongside a team of experts ensuring exceptional service. You will be responsible for improving operational efficiency, leveraging customer feedback to identify and communicate cross-functional opportunities, and ensuring we consistently deliver above and beyond customer service for our ecomm, retail, and wholesale customers. This role is great for someone with the highest level of service expectations, optimistic and collaborative leadership style, and that is solution oriented. This role reports into the Senior Director of Customer Experience and Retail and is based in our Winter Park studio.
What You'll Do
- Manage the day-to-day workflow of Customer Experience team, including task assignment, task prioritization, metrics tracking and reporting, and ensuring that all customers experience timely, high quality resolutions
- Oversee and optimize systems to support robust reporting of customer feedback, partnering cross-functionally to ensure all teams have access to relevant data
- Effectively manage team and individual performance through delivering feedback, coaching and support to Customer Experience team
- Engage with customers across all social media platforms using Sprout Social
- Lead experience with Third-Party vendors regarding customer orders and/or issues
- Identify and resolve missed opportunities to better serve the customer and present solutions to mitigate bad experiences from reoccurring
- Encompass the Rifle Paper Co. attributes and values, becoming an ambassador of the brand and its products
- Partner with the Fulfillment Department to continually enhance the customer experience as it relates to their operation
- Identify customer feedback trends in real time and effectively communicate feedback and reporting to cross-functional partners
- Identify and execute strategies to improve our service, streamline processes, and better serve our customers
- Contribute to weekly team meetings by discussing previous week’s sales, customer experiences, product issues, and establish new steps and processes to take care of customers as needed
- Utilize software tools such as Zendesk, SAP Business One, ShipStation, Shopify and online payment processors on a regular basis to provide outstanding customer service for orders placed, refunds and/or exchanges issued, and other various customer service needs
Qualifications
What You Have
- 6+ years in a customer experience related position
- Experience leading customer service for multi channels, ecomm is a must
- Proven track record of delivering exceptional customer service
- 3+ years leading a customer experience team
- Experience with Zendesk and SAP Business One
- Embracing a frequently changing environment
- Excellent verbal and written communication
- Comfortable working in a Mac and PC environment simultaneously
- Must be organized and proactive, able to problem solve quickly
- Extremely detail oriented but also able to multitask under pressure
- Ability to communicate in the Rifle Paper Co. voice
- Thoughtful, and supportive manager who can effectively motivate a team
- Experience with Microsoft Word and Excel a plus
About Rifle Paper Co.
Rifle Paper Co. is a growing lifestyle brand that creates moments of beauty in the real world through thoughtfully designed products. Founded in 2009 by married couple Anna and Nathan Bond, our team has expanded to more than 150 employees across our Florida and New York offices. Our stationery, home decor, and accessories can be found at riflepaperco.com, Anthropologie, Paper Source, and in thousands of locations all over the world.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Weekends as needed
Application Question(s):
- How many years of experience do you have leading a customer experience team?
Experience:
- Customer service: 6 years (Required)
Ability to Relocate:
- Winter Park, FL 32789: Relocate before starting work (Required)
Work Location: In person