Customer Experience Manager

3 weeks ago

West Palm Beach, United States Ironwear Full time

Ironwear is a safety solution provider. For over 30 years we have manufactured, developed and reengineered Personal Protective Equipment (PPE) for all industrial markets around the globe. We are an established company and are growing

Summary

The Customer Experience Manager (CEM) is responsible for ensuring our customers and contacts have a positive experience with Ironwear as both a company and brand. The role is to ensure that each touchpoint across the customer journey is engaging, efficient and effective. The Customer Experience Manager will directly oversee our team of Account Coordinators who serve as customer service staff and fulfill a variety of customer-centric responsibilities. The ideal candidate will lead by example, communicate effectively, and will possess the ability to build a great team that delivers measurable results. This leader will be responsible for creating the processes, strategies and reporting that will be rolled out for these touchpoints and customer service situations. Must be an enthusiastic team player with outstanding organizational skills, time management and attention to detail.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

  • Oversee the Account Coordinator team.
  • Mentor staff to manage difficult, escalated customer service issues.
  • Coach, motivate and train staff to develop their problem-resolution skills.
  • Lead the team in providing a best-in-class experience to every customer, whether they are contacting us presale or post-sale.
  • Facilitate the communication of new information to the team, ensuring understanding and consistency of ticket handling by all representatives.
  • Collect, generate, and reports service statistics weekly using data to create a team member profile to assist in recognition, coaching, and goal setting.
  • Resolve customer complaints or answers customers' questions regarding policies and procedures, order status, shipments, payments, refunds, etc. in a timely and pleasant manner.
  • Recommend and assist in implementing and maintaining new processes and procedures for the Customer Service department.
  • Monitor customer service phone calls, chat messages, and emails for quality assurance purposes.
  • Accountable for knowledge of customer service processes and procedures.
  • Accountable for knowledge of current products and catalogs.
  • Assist in the development of company knowledge bases, Q&A’s and self-service options for customers.
  • Help determine processes and management of our Zendesk suite of CRM software.
  • Leverage Zendesk CRM data and customer feedback to improve the customer experience.
  • Create Macros and automations within our Zendesk CRM environment to better assist and address the team and customers.
  • Direct and participate in phone, chat, and ticket coverage as needed.
  • Collaborate with the Marketing department to better understand our outreach, website and social media touchpoints.
  • Collaborate with the Sales Department to better understand our customers and their needs and the physical touchpoints.
  • Collaborate with the Product Department to better understand and implement positive product experiences and touchpoints.
  • Collaborate with Logistics and Warehouse Departments to better understand and implement positive fulfillment experiences and resolutions.
  • Help oversee customer reviews on various platforms.
  • Resolve negative reviews and implement changes as needed based on the feedback provided in the reviews.
  • Be the voice of the customer by proactively providing feedback across departments regarding concerns, system issues, and user experience.
  • Assists in identifying and resolving operating problems related to inbound customer contacts, agent schedules, and process implementation.

Requirements

  • Experience in a customer service-based role.
  • Experience in a customer service-based management role.
  • Previous experience managing an omnichannel customer experience.
  • Bachelor’s Degree in business, hospitality or related field.
  • Experience with the Zendesk Suite: Support, Talk, Chat, Sell (required)
  • Experience with data, analytics and generating reports and identifying trends from raw data sets.
  • Experience and understanding of eCommerce platforms such as Shopify, Magento (Adobe Commerce), WooCommerce, BigCommerce.
  • Thorough understanding of eCommerce processes from conversion to fulfillment to customer service
  • Computer literate and technically proficient with digital software and services.
  • Track record of positive reinforcement showing coaching and ability to ability to translate your skills to other Team Members through training and mentoring.
  • A high degree of initiative, self-motivation, and ability to motivate others.
  • Strong strategic, leadership, and problem-solving skills.
  • Enthusiastic and inspirational management skills.
  • A deep understanding and strong empathy for people, support, and conflict resolution.
  • Excellent verbal and written communication skills.
  • Team player with a positive attitude.
  • Ability to establish and maintain cooperative working relationships.

Benefits

  • Health Insurance (Medical, Dental & Vision)
  • Employee Assistance Plan
  • Voluntary Benefits
  • 401(k) with Company Match
  • Paid Time Off and Holidays


Ironwear is an Equal Opportunity Employer

  • Customer Experience Manager

    1 month ago

    West Palm Beach, United States Ironwear Full time

    Job DescriptionJob DescriptionIronwear is a safety solution provider. For over 30 years we have manufactured, developed and reengineered Personal Protective Equipment (PPE) for all industrial markets around the globe. We are an established company and are growing!SummaryThe Customer Experience Manager (CEM) is responsible for ensuring our customers and...

  • Office Manager/Customer Experience Manager

    1 month ago

    West Palm Beach, United States Community Veterinary Partners Full time

    Job DescriptionJob DescriptionReporting to the Hospital Manager, the Customer Experience Manager is responsible for assisting the Hospital Manager within our fast-paced, multi-doctor veterinary hospital. The Customer Experience Manager will be responsible for overseeing the day to day operations of our office. They will assist the Hospital Manager with HR...

  • Customer Experience Associate

    1 month ago

    West Palm Beach, United States Scenthound Corporate Scenters Full time

    Job DescriptionJob DescriptionPerks and Benefits:Direct career growth path to Management positions (Ass. Manager, Manager) and additional optionsCompetitive hourly base pay, plus tips; sales bonusesMedical, dental, and vision insurance benefitsMerit-based pay increasesPaid VacationComplimentary service membershipAbout the Position:The Customer Experience...

  • Customer Experience Associate

    3 days ago

    West Palm Beach, United States Scenthound Full time

    Perks and Benefits: Direct career growth path to Management positions (Ass. Manager, Manager) and additional options Competitive hourly base pay, plus tips; sales bonuses Medical, dental, and vision insurance benefits Merit-based pay increases Paid Vacation Complimentary service membership About the Position: The Customer Experience Associate is a key...

  • Customer Experience Associate

    1 month ago

    West Palm Beach, United States Scenthound Corporate Scenters Full time

    Job DescriptionJob DescriptionPerks and Benefits:Direct career growth path to Management positions (Ass. Manager, Manager) and additional optionsCompetitive hourly base pay, plus tips; sales bonusesMedical, dental, and vision insurance benefitsMerit-based pay increasesPaid VacationComplimentary service membershipAbout the Position:The Customer Experience...

  • Customer Experience Specialist

    2 weeks ago

    West Palm Beach, United States Greenchem Industries, LLC Full time

    Job DescriptionJob DescriptionSalary: $20-25/ HourGreenchem Industries, LLC is seeking an energetic Customer Experience Specialist who is eager to work in a team environment within our office located in West Palm Beach, FL.Summary of responsibilities: Manage on-boarding of customer accounts Accurately process orders, returns, and exchanges according to...

  • Customer Experience Associate I

    1 week ago

    West Palm Beach, United States Conduent State & Local Solutions, Inc Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...

  • Director, Digital Customer Experience

    2 weeks ago

    West Palm Beach, United States Carrier Full time

    Director, Digital Customer Experience & Marketing page is loaded Director, Digital Customer Experience & Marketing Apply locations CAF77: CCS - CIB 13995 Pasteur Blvd , Palm Beach Gardens, FL, 33418 USA CAFLO: Carrier-Home Florida Remote Location, Remote City, FL, 33412 USA time type Full time posted on Posted 2 Days Ago job requisition id 30146829...

  • Customer Service Agent at Customer Service

    1 month ago

    Boynton Beach, United States Customer Service Full time

    Job DescriptionJob DescriptionAbout Us:Safe Ship Moving Services is a leading moving brokerage dedicated to providing top-notch service and support to our clients. We specialize in state-to-state household goods moves, ensuring a smooth and stress-free experience. Our team is composed of highly motivated professionals who thrive in a fast-paced and dynamic...

  • Full Time Customer Experience Manager

    2 months ago

    Royal Palm Beach, United States MIK Full time

    Store - PALM BEACH-ROYAL PALM BEACH, FL - Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Bran Customer Experience, Manager, Store Manager, Experience, Retail, Customer

  • Guest Experience Manager

    2 weeks ago

    West Palm Beach, United States NexDine Full time

    Job DescriptionJob DescriptionSummaryWe are seeking a dynamic Guest Experience Manager to lead our Guest Experience Team NEXDINE Hospitality’s Healthcare vertical. Be involved in elevating patients’ experience and overal satisfaction with dining services.Essential FunctionsEstablishes departmental goals and oversees implementation of patient dining...

  • Customer Success Manager

    3 weeks ago

    West Palm Beach, United States Homeland Language Services Full time

    We are looking for a Customer Success Manager!Role Overview: The Customer Success Manager will play a pivotal role in identifying key customers, analyzing their needs, and maximizing revenue and profitability. Responsibilities include managing key accounts, fostering long-term client relationships, suggesting solutions, encouraging product upgrades,...

  • Customer Success Manager

    3 days ago

    West Palm Beach, United States Homeland Language Services Full time

    We are looking for a Customer Success Manager!Role Overview: The Customer Success Manager will play a pivotal role in identifying key customers, analyzing their needs, and maximizing revenue and profitability. Responsibilities include managing key accounts, fostering long-term client relationships, suggesting solutions, encouraging product upgrades,...

  • Bestbuy Careers

    1 month ago

    West Palm Beach, United States Best Buy Full time

    Job Description: The Best Buy Advisor engages customers using relationship skills and inspires them to see what’s possible with technology. In addition, they build quality relationships with customers and clients, making them feel excited, confident, and appreciated while providing them with relevant and memorable solutions.Our Best Buy Advisor maintains...

  • Manager, Customer Experience

    2 weeks ago

    Deerfield Beach, Florida, United States Nutrien Full time

    Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're creating an inclusive...

  • Custom Home Project Manager

    1 month ago

    West Palm Beach, United States Gpac Full time

    A leading custom home construction company committed to excellence and innovation is seeking a skilled Custom Home Project Manager to oversee construction projects from start to finish.Responsibilities:Manage multiple custom home projects, ensuring adherence to timelines and budgets.Coordinate with clients, architects, subcontractors, and vendors.Monitor...

  • Customer Success Manager, Remote US

    1 week ago

    West Palm Beach, United States Carrier Full time

    Country: United States of America Location: CAFLO: Carrier-Home Florida Remote Location, Remote City, FL, 33412 USA Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life...

  • Project Manager

    1 day ago

    West Palm Beach, United States Verdex Construction, LLC Full time

    Job DescriptionJob DescriptionVerdex Construction is looking for Construction Project Manager to add to our Operations team to assist us in our mission of "Building Something Better."The Construction Project Manager will have overall responsibility for planning and executing the construction of a project or multiple projects assigned to them. This person...

  • Project Manager

    1 month ago

    West Palm Beach, United States Verdex Construction, LLC Full time

    Job DescriptionJob DescriptionVerdex Construction is looking for Project Manager to add to our growing Operations team to assist us in our mission of "Building Something Better." We are looking for someone who has previous experience working with the Palm Beach County School Board for this position.The Project Manager will have overall responsibility for...

  • Customer Relations Manager/B2B Sales Customer Relations Manager/B2B Sa

    1 month ago

    West Palm Beach, United States THE WARTON GROUP LLC Full time

    Job DescriptionJob DescriptionCustomer Relations Manager WANTED!!We are an expanding marketing company seeking a qualified and HIGHLY DRIVEN sales/CRM professional with a proven record of success in fast-paced, METRIC centered environments.The ideal candidate will be result oriented with strong performance culture and be able to describe the company’s...