State and Liberty Clothing Company Hiring for Customer Experience Manager Job at Ann Arbor, MI Full Time

Customer Experience Manager

Position Overview: The Customer Experience Manager is responsible for all aspects of State and Liberty’s customer experience, including managing customer service associates, supervising response time, and resolution quality. Responsibilities will draw from several areas including email customer service, customer outreach, management of customer service associates, warehouse coordination, and daily operations involvement. The role is also responsible for creating and utilizing effective customer service procedures, policies, and standards in direct representation of the State and Liberty brand

The ideal candidate must be highly motivated and able to work in a fast-paced environment. The candidate must be a resourceful, dynamic, hard-working person that is ready to have an immediate impact on supporting and growing the company. This position will be exciting, challenging, urgent, and rewarding on a daily basis.

Work Location: This role will be based out of the headquarters in Ann Arbor, Michigan.

Responsibilities:

• Work hand-in-hand with the Customer Service Director to deliver the highest level of customer service with a customer-first mentality
• Ensure we deliver a comprehensive service to enquiring customers, providing help and advice to customers using the company’s products and services
• Investigate and solve customers’ problems, which may be complex or long-standing issues.
• Consistently learn about the organization’s products and/or services and keep up to date with changes
• Communicate with the Customer Service Director to direct and confirm the execution of the company mission

Special Demands: This position requires a flexible work schedule and limited off-hours/weekend work.

Work Expectations:

• We own our business. We all have the opportunity to carve out a section of the business that we own. With this, we take full responsibility and accountability for our own business.
• We get comfortable in the chaos. “If everything seems under control, you just aren’t moving fast enough.” – Mario Andretti. We are a growing company and at times the pace may seem overwhelming, but we push ourselves to find comfort in the chaos.
• We are accountable for our actions and for what we say. We do what we say we will do when we say we’ll do it. If we cannot keep our promise, we will do what it takes to create a new plan of action. When we take on a project or an issue, we see it through to the end.
• We take action. We are the ones that take action, we are not the ones who talk about the person that is taking the action.
• We encourage, initiate, and embrace change. We question everything and if we feel that something can be improved, we propose it and initiate it. If we are not always changing and looking to be better, we are not adequately doing our job.

Benefits:

• 401(k) matching (after 1 year of service)
• Dental Insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday

Job Type: Full-time

Pay: $60,000.00 – $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location