Customer Experience Manager

7 days ago

Garland, Texas, United States Motobuys Full time

Customer Experience Manager

Motobuys is a premier online retailer specializing in ATVs, Go Karts, Dirt Bikes, and Scooters. With a strong reputation for quality products and customer satisfaction, we are dedicated to delivering outstanding experience at every stage of the customer journey. We are seeking a dedicated and dynamic Customer Experience Manager to join our leadership team and oversee critical functions that keep our business running smoothly.

Position Overview

This position will play a pivotal role in ensuring seamless order processing and leading a high-performing customer service team. This individual will focus on customer satisfaction, operational efficiency, and cross-department collaboration, serving as a key driver of Motobuys' growth and reputation.

Key Responsibilities

  • Customer Service Leadership: Lead and manage the customer service and technical support teams to ensure top-tier service delivery.
  • Order Processing and delivery: Oversee order flow to guarantee accurate, timely shipments. Coordinate with shipping carriers to ensure on-time deliveries and resolve logistics challenges.
  • Returns Management: Supervise return authorizations, inventory reconciliation, and restocking processes.
  • Customer Relations: Handle escalated customer inquiries and disputes with professionalism and efficiency. Proactively reach out to customers to encourage positive reviews and build long-term loyalty.
  • Dispute & Chargeback Management: Manage all customer disputes with banks, payment processors, and legal channels. Work proactively to resolve issues, minimize financial loss, and prepare rebuttals when necessary.
  • Team Development: Create training programs, set performance standards, and cultivate a culture of accountability and growth.

Qualifications

  • Education: Bachelor's degree is required
  • Experience: Minimum 3 years in retail operations, e-commerce operations, or customer service management.
  • Skills & Competencies:
  • Strong leadership and people management skills.
  • Excellent communication and customer-service abilities, with professional phone etiquette.
  • Ability to manage multiple priorities and deadlines effectively.
  • Analytical and problem-solving mindset with a focus on solutions.
  • Experience managing disputes, returns, or e-commerce operations preferred.

Benefits

  • Health Insurance
  • Dental Insurance
  • Paid Time Off (PTO)
  • Employee Discounts
  • Flexible Schedule
  • Tuition Reimbursement

Why Join Motobuys?

At Motobuys, you'll have the opportunity to make a real impact in a growing company, lead a motivated team, and deliver memorable experiences for our customers. If you are passionate about operations and thrive in a fast-paced e-commerce environment, we'd love to hear from you.

Apply today and help drive the future of online powersports retail

Job Type: Full-time

Pay: $60, $65,000.00 per year

Benefits:

  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Tuition reimbursement

Work Location: In person

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