Customer Experience Operations Manager

Description

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Manager. In this role, you’ll be responsible for delivering exceptional service, assisting clients through inbound and outbound calls, and accurately documenting project details. You’ll also help ensure smooth communication between clients, the sales team, and production, while actively supporting marketing initiatives.

As the Customer Experience Manager, you’ll lead daily operations, ensuring that team members have the resources and support they need to excel. You’ll manage scheduling, workflow, inventory, and foster professional relationships with vendors, all while maintaining strong customer satisfaction through timely follow-ups and administrative tasks.

Company Culture and Environment

The workplace promotes a positive and professional atmosphere, valuing teamwork and employee morale. An encouraging environment is fostered for all team members to thrive and collaborate effectively.

Career Growth and Development Opportunities

This role offers the chance to take on new challenges and develop leadership skills within a dynamic team. Opportunities for professional development and continuous improvement of processes are emphasized.

Detailed Benefits and Perks

Support for customer satisfaction initiatives
Engaging work culture with a focus on team collaboration
Opportunities for leadership within a production, sales, or manufacturing environment

Compensation and Benefits

Salary range: \(40,000 - \)60,000 yearly
Competitive benefits package

Why you should apply for this position today

As a Customer Experience Manager, you will play a vital role in ensuring our customers have a smooth, positive experience from start to finish. This position offers variety, the chance to take on new challenges, and an opportunity to make a tangible impact within the team. If you’re ready to bring your leadership, organizational, and customer service skills to a dynamic team, we’d love to hear from you!

Skills

3-5 years of experience in business-to-business sales support and/or customer service
Proficiency in Microsoft Office Suite
Knowledge of the sign industry and its products (substrates, media, etc.)
Excellent time management and project management skills
Strong communication skills, both verbal and written
Experience in leadership roles within a production, sales, or manufacturing environment is preferred
Associate degree or equivalent experience is a plus

Responsibilities

Provide exceptional customer support through telephone interactions
Conduct outreach calls to engage clients on marketing campaigns and updates
Accurately record client project/order details into the system
Track and assign incoming leads to sales team members, ensuring they are followed up on promptly
Maintain and update customer databases, orders, projects, and contact information
Manage lead sources including internal referrals and external campaigns (surveys, websites, social media)
Create and manage engaging social media posts, updates, and interactions
Provide general administrative assistance to the team and ensure the daily flow of work is efficient
Manage scheduling, calendars, and workflow for the team to meet deadlines and project requirements
Run reports and interpret data to communicate insights clearly and effectively
Oversee project management from initial sale through to completion, ensuring quality and timelines are met
Identify challenges and create practical solutions to address them
Maintain a positive and professional atmosphere, promoting a great workplace culture
Foster employee morale and create an encouraging environment for the team
Create and assist with estimates, orders, and general customer inquiries
Support customer satisfaction initiatives and project management

Qualifications

3-5 years of experience in business-to-business sales support and/or customer service
Proficiency in Microsoft Office Suite
Knowledge of the sign industry and its products (substrates, media, etc.)
Excellent time management and project management skills
Strong communication skills, both verbal and written
Experience in leadership roles within a production, sales, or manufacturing environment is preferred
Associate degree or equivalent experience is a plus

Education Requirements

Associate degree or equivalent experience preferred

Education Requirements Credential Category

Associate Degree

Experience Requirements

3-5 years of relevant experience in customer service and sales support
Proven experience in leadership roles within a production, sales, or manufacturing environment is preferred

Why work in Salisbury, MD

Salisbury offers a welcoming community with a mix of urban and natural environments, providing a balanced lifestyle. The city has a range of recreational opportunities, cultural activities, and a strong sense of community, making it an ideal place for both personal and professional growth.