A leading manufacturing company in the residential interiors space is seeking a
Customer Experience Supervisor to provide high-quality customer support, manage return requests, support account management with issue resolution, and ensure customer satisfaction.
Salary: $24.00-$28.00/hr
Location: Houston, TX Onsite
Type: Temp to Hire
Responsibilities: - Manage Return Merchandise Authorization process from claim submission to resolution.
- Create, manage, and process replacement orders for returns.
- Identify, generate, and manage freight claims with distribution carriers.
- Generate new and repeat sales by providing product and technical information in a timely manner.
- Determine customer requirements and expectations to recommend specific products and solutions.
- Recommend alternate products based on cost, availability, or specifications.
- Accurately process customer transactions including orders, quotes, or returns.
- Provide accurate information regarding availability of in-stock items.
- Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
- Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
- Identify trends in customer satisfaction or dissatisfaction.
- Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
- Manage bin for packages returned without authorization!
- Notify customers of denied returned merchandise.
- Manage reshipping packages to customers.
Requirements: - Must have flexible availability, including weekends depending on business needs
- High School Diploma or GED is required; Bachelors Degree in a business-related field preferred
- 2+ years experience in a call center
- Manufacturing/Distribution environment preferred.
- Experience working within a large ERP (SAP or NetSuite preferred)
- CX experience preferred.
- Outstanding customer relations skills
- Ability to prioritize and handle multiple tasks and changing priorities.
- Exceptional organizational and time management skills, with a strong attention to detail
- Ability to prioritize and handle multiple tasks and changing priorities
- Must demonstrate maturity in judgement, commitment, dependability, punctuality and adherence to agreed-upon schedule as determined by manager
- Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
- Demonstrate exceptional communication across all contact channels, including email, chat and phone
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