Customer Experience Manager- Charlotte,NC
Core
Oversee operations of the Order Fulfillment Support Center to deliver exceptional customer experience and service excellence across all regions.
Role type
Senior Customer Experience Manager (Operations)
Builds
Order fulfillment support center operations and customer service strategies
Domain
Retail / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, Strategic planning, CRM and call management systems, Financial management, Process improvement, Cross-functional collaboration, Conflict resolution, Data analysis, Change management, Training program development (via careerplan.io/jobs/25-000-15-D69-customer-experience-manager-charlottenc-at-caesarstone)
Preferred skills
Oracle ERP proficiency
Responsibilities
Manage order fulfillment team performance and resolve escalations, Develop measurement capabilities via customer surveys and text analytics, Partner with Sales and Distribution Centers to align targets and handle inventory delays, Authorize returns, exchanges, and discounts, Audit sales exception reports for inventory accuracy, Drive talent management and recruitment activities, Present weekly performance analyses to stakeholders, Manage departmental costs and implement cost-reduction initiatives.
Seniority
Senior, hands-on IC with team leadership