- Coaches, counsels, and develops associates to achieve departmental goals and promote excellent customer service. Responsible for working with the leadership team to identify and arrange needed associate training and development.
- Works with Global Portfolio Management and Technical Training staff to build and maintain technical knowledge of associates in preparation for technical inquiries.
- Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer orders, inquiries, and quotes from various channels.
- Staffs by reinforcing core principles of world class customer service.
- Provides leadership to the Customer Experience support team who provides timely solutions to meet customer needs. Responsible for working with training team to identify and arrange needed associate training and development.
- Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations.
- Prepares, reviews, and analyzes various operational reports, such as departmental key performance reports or individual management performance reports. Uses data to identify creative ways to drive revenue through the teams.
- Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses.
- Work closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics.
- Develops leading indicator metrics to drive pro-active behavior.
- Lead new customer service integration and acquisition activities as required including customer migration plans.
- Performs other duties as assigned.
- Bachelor's Degree Required (preferably in a scientific field) or equivalent work experience.
- 10-15 years of leading and or building a customer service department for a mid-sized or large organization.
- Must possess the leadership and management skills be able to lead, coach and motivate a large group of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships.
- Strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, organize and prioritize several activities, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
- Must be able to balance customer experience support needs, associate's needs, and company profits and sales in a fast-paced environment. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.
- Excellent understanding of computer basics including Windows, Word, Excel, email, and Internet Explorer is imperative, (AS/400 optional).
- Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
- Strong work ethic and an ability to excel within a rapidly changing and growing organization.
- Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.
- Lead integration from a customer service perspective.
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Customer Experience Associate
13 hours ago
DSM Princeton, United States**Customer Experience Associate** · **Princeton, NJ, US** · **On-Site** · We have an immediate hybrid opening for Customer Experience Associate in our Plainsboro facility. Work directly with our customer's and develop and sustain close Customer relationships through order fulfilm ...
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Customer Experience Associate
3 days ago
CREAM | Cannabis Retail, Delivery, and Lifestyle Jersey City, United States**Company Description** · Welcome to CREAM Dispensary, Downtown Jersey City's premier destination for premium cannabis products and education. CREAM is dedicated to educating customers, advocating for responsible consumption, and contributing positively to the local community. Ou ...
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Customer Experience Coor
2 days ago
TJ Maxx Newark, United StatesStyle is never in short supply at our more than 1,000 TJ Maxx stores. They all have different products, but the same commitment to the thrill of the find. From designers straight off the runway to statement jewelry, we offer exciting surprises that make the everyday a little more ...
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Specialist, Customer Experience
9 hours ago
ClinLab Staffing Metuchen, United StatesSpecialist, Customer Experience · Summary: · Support sales team through varies order processing procedures to provide the highest level of customer satisfaction. · Key Responsibilities: · Process in-coming customer calls requiring orders, price quotations, product availabili ...
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Customer Experience Manager
2 days ago
Michaels Queens, United States Temps pleinStore - QUEENS-WOODSIDE, NYQue ferez-vous? · Offrir une expérience de magasinage centrée sur la clientèle en gérant et en · obtenant une exploitation de l'aire des caisses efficace et en respectant les attentes. · Diriger les processus omnicanaux. Maintenir les normes de rangem ...
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Customer Experience Manager
1 day ago
Michaels Freehold, United States Temps pleinStore - FREEHOLD, NJQue ferez-vous? · Offrir une expérience de magasinage centrée sur la clientèle en gérant et en · obtenant une exploitation de l'aire des caisses efficace et en respectant les attentes. · Diriger les processus omnicanaux. Maintenir les normes de rangement du ...
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Dir, Customer Experience
9 hours ago
C&S Wholesale Grocers Inc Edison, United States**Position Overview** · Position Overview · Keep our communities fed. · Our focus is simple but meaningful, from our distribution centers to our offices every employee of C&S and their family of companies works to help feed local families, neighbors, and communities. · As the ...
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Customer Experience Coordinator- Nights And
3 days ago
Marshalls Newark, United StatesAll 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like working here. Everyone encourages ...
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Customer Experience Data Analyst
1 day ago
HealthFirst New York, United StatesAs part of the Customer Experience & Insights (CX&I) team, you will have the opportunity to shape how the business reports, understands and acts on our customer feedback. This position will identify and satisfy data needs, ensure data quality and integrity, and assist the creatio ...
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Main Store Customer Experience Host
2 days ago
The Exchange New York, United StatesResponsible for multiple self-checkout registers while driving outstanding customer experience through proactive and customer focused actions and exceptional service. May assist with regular checkout stations as needed. · **Grade** · - 1 · **Job Tier** · - 0 · **Career Area** · - ...
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Seasonal Customer Experience Representative
9 hours ago
Indigo Books & Music Woodbridge, United States**Seasonal Customer Experience Representative** · **Contract | Woodbridge, ON** · **Company Description** · **Location: Chapters Woodbridge** · Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people wh ...
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Customer Experience
9 hours ago
Grant Thornton New York, United StatesThe goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is ...
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Customer Experience
5 days ago
The Fountain Group New York, United StatesPay Rate: $34.04/Hour · Full-time hybrid schedule at NYC office (3 days at office, 2 days remotely) · Duration: 2 years · Qualifications: · Required: · 5 years of experience in-store and/or online customer experience · 3 years of experience learning content creation (digital ...
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Customer Experience
9 hours ago
Etain LLC New York, United States**Customer Experience (CX) Coordinator** · Brewster, NY · Full-Time · Customer Experience (CX) Coordinator · **Position Description** · We are a rapidly expanding team looking for motivated individuals to help us grow and improve our customer experience workflow. The right c ...
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customer experience coor
3 days ago
T.J. Maxx East Brunswick, NJ, United StatesT.J. Maxx - 331 Route [Department Manager] As a Customer Experience Coordinator at T.J. Maxx, you'll: Take an active role in training and mentoring Associates on front end principles; Train and coach Associates on personalizing the customer experience while promoting loyalty prog ...
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Customer Experience
5 days ago
Cogent Infotech Corp New York, United StatesKiehl's DMI CX & Education Consultant · Full-time hybrid schedule (3 days at office, 2 days remotely) · Profile RequiredExternal · 5 years of experience in-store and/or online customer experience · 3 years of experience learning content creation (digital and physical) · Projec ...
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FusionWorks Raritan, United StatesLocation: Unterensingen / Germany | Full-time | Hybrid · Your Responsibilities · Responsible for harmonizing regional marketing plans and defining a clear marketing mix to promote the brand awareness and reputation of SWARCO in local markets · Effective use of company campaign ...
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Customer Experience Bookseller
9 hours ago
Barnes & Noble Jamesburg, United StatesTitle: Customer Experience Bookseller · Category: Customer Service & Support · EmploymentType: Full-Time · Location: NJ-Monroe Corporate · LocationType: corporate · JobLocation: Monroe Township, New Jersey 08831 · JobSummary: As a Customer Experience Bookseller, you will pr ...
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Customer Experience Agent
2 days ago
Ramp Business Corporation New York City, United StatesAbout Ramp · Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance tea ...
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Custom Experience Concierge
2 days ago
Dry Farm Wines, Inc. New York, United StatesYou must have experience in wine, and preferably natural wine Whats a Custom Experience Concierge? Glad you asked Its someone whose heart and soul are focused on ensuring our customers have a Concierge-level experience with us. Our Member Service Concierge, Experience, Member Ser ...
Senior Manager, Customer Experience - Metuchen, United States - ClinLab Staffing
Description
Senior Manager, Customer Experience
Position Summary:
The Customer Experience Manager will be responsible for driving results and productivity of the customer experience department through effective management and communication. In this position, the individual will work closely with the management team to communicate vision and will help deliver stellar customer service results. This role will plan and manage the daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes managing training and development activities, metrics, quality monitoring for the department, supporting domestic commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.
Key Responsibilities:
Metrics:
Education:
Experience:
Minimum Requirements / Qualifications:
Senior Manager, Customer Experience professionals in Metuchen
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Desiree Rappaport
Strategic Planning & Comms. Director