Customer Experience Manager

3 days ago


Newark, New Jersey, United States OPTIPAK INC Full time
About OPTIPAK INC

OPTIPAK INC is a leading provider of personalized optical branding solutions, with over 18 years of experience in the industry. We specialize in creating stylish eyewear accessories and serving clients globally.

Job Summary

We are seeking a highly organized and proactive Customer Experience Lead to join our team in Newark, NJ. As a key member of our customer service team, you will be responsible for driving customer satisfaction and boosting sales by leveraging CRM tools and focusing on high-value accounts.

Key Responsibilities
  • Customer Service and Support
    • Provide expert guidance and support to customer service representatives on services, products, and procedures.
    • Conduct daily team alignment sessions to set priorities, discuss follow-ups, and address lost opportunities.
  • CRM Strategy and Execution
    • Utilize CRM tools to track customer interactions, identify sales opportunities, and drive customer acquisition and retention.
    • Prioritize high-value accounts and develop strategies for converting prospects into customers.
  • Process and Procedure Updates
    • Keep the team informed about new products, marketing updates, and process improvements.
    • Ensure procedures are efficient and remind the team of critical processes.
  • Team Training and Development
    • Oversee training for new and current team members.
    • Offer ongoing coaching to help the team excel in customer service and sales.
  • Order Management
    • Monitor and manage orders to ensure timely processing and shipping.
    • Address incomplete orders, system errors, and any related issues.
  • Customer Complaints
    • Handle escalated customer complaints and difficult issues, resolving them quickly and professionally.
  • Communication and Collaboration
    • Collaborate with other departments to ensure smooth order processing and resolve service-related issues.
  • Daily Management
    • Manage voicemails, emails, and tasks in the absence of a customer service representative.
    • Review end-of-day reports to ensure all orders are processed effectively.
Benefits
  • Flexible work hours, including early Fridays.
  • Location near Newark Airport, accessible by public transportation or car.
  • Multi-cultural and fun team environment.
  • Job growth potential.


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