Customer Experience Associate

1 month ago

Argyle, United States Lderach North America Full time
Description

Role Overview

Laderach N. America is seeking a PT Customer Experience Associate to support the Customer Relationships Manager in our Office in Dallas, TX. This position will be supporting E-Commerce.

An E-commerce and Customer Experience Supervisor is responsible for managing an organization's online sales and marketing channels. You will be supporting to drive an effective, profit-generating e-commerce strategy. This includes integrating customer data collection, customer experience design, online advertising, SEO, analytics, and customer relations management. Through effective management, they ensure that their company's web traffic and sales are optimized, that customer service standards are being met, and customer satisfaction is being achieved. Must have superb attention to detail and complete daily, weekly, and monthly administrative tasks.

Job Duties and Responsibilities

•Managing Shipping

•Fulfilling Gift Assembly

•Managing Order Coordination

•Proving Optimal Customer Service

•Establish appropriate customer service policies and procedures

•Supervision of the Remote Customer Support Staff including: Overseeing the hiring, orienting, and training.

  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
  • Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
  • Monitor and analyze existing eCommerce strategies, products and services
  • Maintain relationships with online vendors and affiliates
  • Monitor competitor activities, regularly researching competitors
  • Remain up-to-date on current trends and innovations of eCommerce
  • Create and manage reports and analyze performance to assess ROI and KPIs
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Liaise with the production and creative departments to ensure delivery of high quality products and services
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
Additional Duties May include:
  • Administrative Tasks
  • Multitasking
  • Packing and Shipping
  • Lifting up to 10-20 lbs.


Qualifications for Customer Service Representative

•3+ years of customer service experience

•Experience working in E-Commerce

•Proficient in Microsoft Office

•Excellent interpersonal and communication skills

•Comfortable working in a high-volume role

•Demonstrated ability to prioritize tasks and manage time efficiently

•Basic computer skills in various software and web-based applications

COMPENSATION PACKAGE

•$19 Hourly rate

•Lderach Products Discount 50%

•Coaching and training

•Employee Assistance Program

•Additional discounts and perks

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