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Customer Experience Manager

3 months ago

Woodstock, United States Rhino USA, Inc Full time

About Us:

Rhino USA is a leading global e-commerce company specializing in Powersport Accessories for towing, hauling, camping, and all outdoor adventures. We are dedicated to providing our customers with high-quality products through efficient supply chain management, strategic planning, and premium customer experience. As we continue to expand our operations worldwide, we are seeking a skilled Customer Experience Manager to join our team.


Overview

The Customer Experience Manager will have full ownership of all customer experience operations. This role requires expertise in utilizing systems like ThreeColts/On-site, Monday.com, and various e-commerce support platforms such as Amazon, eBay, Deliverr, Shopify, and more. The ideal candidate will have 3-5 years of experience managing a team, 3-5 years of experience in customer experience for an e-commerce and/or retail brand, and 3-5 years of telephony system management experience. The Customer Experience Manager will be responsible for ensuring outstanding customer service and satisfaction across all touchpoints.


Job Duties and Responsibilities


Key Responsibilities:


Customer Experience Management:

  • Oversee and manage all customer experience operations across multiple e-commerce platforms and retail channels.
  • Utilize systems like ThreeColts/On-site, Monday.com, and e-commerce support platforms (Amazon, eBay, Deliverr, Shopify, etc.) to streamline and optimize customer support processes.
  • Create "canned responses" to utilize for high volume requests and tickets

Team Management:

  • Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure high performance and professional growth.
  • Foster a positive and collaborative team environment, encouraging open communication and continuous improvement.

Customer Support:

  • Ensure timely and effective resolution of customer inquiries, complaints, and issues across all support channels.
  • Develop and implement customer service policies and procedures to enhance the customer experience.

Performance Reporting:

  • Generate regular reports on customer service performance, including key metrics such as response time, resolution time, customer satisfaction, and feedback.
  • Analyze data to identify trends, areas for improvement, and opportunities to enhance the customer experience.

Cross-Functional Collaboration:

  • Collaborate with sales, marketing, operations, and product development teams to ensure a cohesive and integrated approach to customer experience.
  • Provide insights and feedback to support product and service improvements based on customer feedback and interactions.

Telephony System Management:

  • Manage telephony systems to ensure efficient and effective customer communication.
  • Oversee the setup, maintenance, and optimization of telephony systems to support customer service operations.

Process Improvement:

  • Drive continuous improvement initiatives to enhance customer service processes, efficiency, and effectiveness.
  • Stay updated on industry trends and best practices, implementing relevant strategies to optimize the customer experience.

Customer Feedback:

  • Collect and analyze customer feedback to understand their needs, preferences, and pain points.
  • Use customer insights to inform business decisions and improve overall customer satisfaction.


Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or related field.
  • 3-5 years of experience managing a team in a customer service or customer experience role.
  • 3-5 years of experience in customer experience for an e-commerce and/or retail brand.
  • 3-5 years of experience managing telephony systems.
  • Proficiency with systems like ThreeColts/On-site, Monday.com, and various e-commerce support platforms (Amazon, eBay, Deliverr, Shopify, etc.).
  • Strong leadership and team management skills, with the ability to inspire and motivate a team.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and departments.
  • Exceptional problem-solving skills and a customer-centric mindset.
  • Ability to work in a fast-paced environment, manage multiple tasks simultaneously, and meet deadlines.
  • Detail-oriented with a focus on accuracy and quality in all aspects of customer service.
  • Passion or interest in powersports and/or outdoor supply industry
  • Entrepreneurial spirit a plus


Why Join Us:

Joining Rhino USA means being part of a dynamic and innovative team that is shaping the future of e-commerce and the Powersport Accessory industry. We offer competitive compensation, opportunities for career growth, and a collaborative work environment where your ideas and contributions are valued. If you are passionate about supply chain management and thrive in a fast-paced, global environment, we'd love to hear from you.