Retail Experience Team Manager - Scranton, United States - The AZEK Company

The AZEK Company

Verified Company

Scranton, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Compelling reasons to join The AZEK Company

Great Company culture focused on investing and developing Employees
Fun Team environment filled with people who love to win
We compete in highgrowth industries and markets with high margin potential
Proven success in setting and achieving goals that benefit the communities and the environment where we operate in addition to consistently strong financial results
A flexible, workfromhome/inoffice hybrid work environment
Regular, local team building activities
Competitive wages, bonus and allin earning potential
Strong benefits including 401k match, employee stock purchase program and employee product purchase program

We are seeking a dedicated and experienced Retail Customer Experience Manager to lead our retail customer service team based in Scranton, PA.

As a vital member of our Customer experience department, you will be responsible for overseeing a team of nine full-time employees and ensuring the seamless processing of orders.

Reporting directly to the Director of Customer Experience, you will play a critical role in delivering exceptional service to our retail customers while driving operational excellence within the organization.

Team Leadership and Development
Responsibilities

Lead and manage a team of nine frontline employees responsible for processing retail orders and addressing customer inquiries and concerns.
Provide coaching, mentorship, and support to team members to foster their professional growth and development.
Set clear performance expectations, conduct regular performance reviews, and identify opportunities for training and skills enhancement.

Order Processing and Fulfillment Responsibilities

Oversee the efficient and accurate processing of retail orders, ensuring timely fulfillment and delivery to customers.
Monitor order volumes, prioritize tasks, and allocate resources effectively to meet Customer demand and service level agreements.
Collaborate with crossfunctional teams, including Sales, Operations, and Logistics, to address orderrelated issues and optimize order fulfillment processes.

Customer Service Excellence
Responsibilities

Champion a Customercentric mindset within the team, emphasizing the importance of delivering exceptional service and exceeding Customer expectations.
Resolve escalated Customer inquiries and complaints in a timely and professional manner, seeking to achieve satisfactory outcomes and build longterm Customer relationships.
Analyze Customer feedback and trends to identify areas for improvement and implement proactive measures to enhance the retail Customer experience.
Process Improvement and Optimization
Identify opportunities to streamline order processing workflows, eliminate bottlenecks, and improve efficiency.
Implement best practices and standard operating procedures to ensure consistency and accuracy in order processing and fulfillment.
Continuously monitor key performance indicators (KPIs) related to order processing and customer service metrics, driving initiatives to achieve performance targets.

Collaboration and Communication
Responsibilities

Collaborate closely with the Director of Customer Experience and other stakeholders to align retail Customer service initiatives with departmental goals and organizational objectives.
Communicate regularly with internal teams and external partners to coordinate order processing activities, address issues, and drive crossfunctional collaboration.
Act as a liaison between the retail Customer service team and other departments, facilitating communication and ensuring alignment on key priorities and initiatives.

Qualifications

Bachelor's degree in Business Administration, Marketing, or related field.
Minimum of 5 years of experience in customer service management, preferably in a retail or building materials environment.
Proven track record of success in leading teams, managing retail operations, and delivering exceptional customer service.
Strong understanding of order management processes, inventory management, and retail logistics.
Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate team members.
Analytical mindset with the ability to analyze data, identify trends, and make datadriven decisions to improve performance.
Flexibility to adapt to changing priorities and work effectively in a fastpaced, dynamic environment.

Our compensation reflects the cost of labor across several geographic markets.

The annual salary for this position ranges from $60,000 in our lowest market up to $80,000 in our highest market, plus bonus, equity, and benefits as applicable.

The pay for roles at AZEK varies depending on a wide range of factors including but not limited to the specific work location, role, skill set, and level of experience.

Pay:
$70, $80,000.00 per year

Benefits: