Customer Experience Manager
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Customer Service
Location
08691, Trenton, New Jersey, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Are you a Customer Service professional with exceptional problem-solving and communication skills? Do you have previous Customer Service lead or supervisory experience? This may be the role for you! Our Customer Experience team is searching for a Customer Experience Manager to work in our Pet Distribution Office. In this role you will be responsible for managing and providing inside support for orders in adherence to quality standards, deadlines, and proper procedures. The successful candidate will be expected to provide exceptional customer service by answering phones and handling customer service items, order status, inventory issues in relation to orders, managing customer expectations, and reviewing customer non-compliance issues. You will also work within the company and customer systems to follow thru for successful order processing and will be a centralized contact for customer relationship communication for inside support demands. This exciting opportunity is located in our Hamilton, NJ office.
MEASURES OF SUCCESS
Professionally manage direct reports to achieve business objectives
Manage and assist large volume of inbound and outbound calls to clients
Effective order management, credit and report processes
Train, coach and demonstrate customer satisfaction best practices (follow up and notification)
Track, oversee and guide all customer interactions
Manage and report team performance utilizing formalized metrics
Collaborate with other departments to assist in solutions for clients
Influence and demonstrate a problem-solving approach when resolving challenges
Efficient time management and meeting all department objectives
Collaborate in developing continuous improvement plans for respective market
Develop a high performing team assisting in meeting or exceeding sales objectives provided
IDEAL CANDIDATE ATTRIBUTES
College education preferred or 3+ years in professional management
Excellent organizational skills
Prioritizing tasks and initiatives in a fast-paced environment utilizing problem-solving techniques
Ability to analyze, present fresh ideas and take the initiative to get things done
Good written and oral communications skills
Active listening skills in handling all customer interactions
Detail-oriented and ability to manage multiple tasks
Experience with MS Office Suite including Excel, Word, Outlook and PowerPoint
ERP system experience preferred but not required
Coachable and willing to participate in self-development
BENEFITS PACKAGE & EMPLOYEE PROGRAMS:
Comprehensive Medical, Dental, and Vision Insurance
Free Life and Disability Insurance
Health and Dependent Care Flexible Spending Accounts
401k with 3% company match and annual employer discretionary contribution
Paid vacation, holidays and sick time
Employee Assistance Program
Access to thousands of free online courses
Discounts on cell phones, movie tickets, gym memberships, and more!
Education Assistance (both college degrees and professional certifications)
Referral Program with cash bonus
Access to on-demand pay
At Central Garden & Pet (NASDAQ: CENT and CENTA), we believe home is at the center of our lives, and our employees are driven by our purpose to nurture happy and healthy homes. Our company is made up of thousands of people across North America, with an emerging footprint across the U.K., Mexico, China and Canada - all dedicated to helping gardens bloom bigger, pets live healthier and communities grow stronger. We are united by our mission to lead the future of the garden and pet industriesàone blade of grass and one wagging tail at a time. Visit our website at www.central.com to learn more.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
All successful applicants should expect to undergo a screening for prohibited levels of drugs prior to beginning employment.
MEASURES OF SUCCESS
Professionally manage direct reports to achieve business objectives
Manage and assist large volume of inbound and outbound calls to clients
Effective order management, credit and report processes
Train, coach and demonstrate customer satisfaction best practices (follow up and notification)
Track, oversee and guide all customer interactions
Manage and report team performance utilizing formalized metrics
Collaborate with other departments to assist in solutions for clients
Influence and demonstrate a problem-solving approach when resolving challenges
Efficient time management and meeting all department objectives
Collaborate in developing continuous improvement plans for respective market
Develop a high performing team assisting in meeting or exceeding sales objectives provided
IDEAL CANDIDATE ATTRIBUTES
College education preferred or 3+ years in professional management
Excellent organizational skills
Prioritizing tasks and initiatives in a fast-paced environment utilizing problem-solving techniques
Ability to analyze, present fresh ideas and take the initiative to get things done
Good written and oral communications skills
Active listening skills in handling all customer interactions
Detail-oriented and ability to manage multiple tasks
Experience with MS Office Suite including Excel, Word, Outlook and PowerPoint
ERP system experience preferred but not required
Coachable and willing to participate in self-development
BENEFITS PACKAGE & EMPLOYEE PROGRAMS:
Comprehensive Medical, Dental, and Vision Insurance
Free Life and Disability Insurance
Health and Dependent Care Flexible Spending Accounts
401k with 3% company match and annual employer discretionary contribution
Paid vacation, holidays and sick time
Employee Assistance Program
Access to thousands of free online courses
Discounts on cell phones, movie tickets, gym memberships, and more!
Education Assistance (both college degrees and professional certifications)
Referral Program with cash bonus
Access to on-demand pay
At Central Garden & Pet (NASDAQ: CENT and CENTA), we believe home is at the center of our lives, and our employees are driven by our purpose to nurture happy and healthy homes. Our company is made up of thousands of people across North America, with an emerging footprint across the U.K., Mexico, China and Canada - all dedicated to helping gardens bloom bigger, pets live healthier and communities grow stronger. We are united by our mission to lead the future of the garden and pet industriesàone blade of grass and one wagging tail at a time. Visit our website at www.central.com to learn more.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
All successful applicants should expect to undergo a screening for prohibited levels of drugs prior to beginning employment.