Customer Experience Manager

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