Client Experience Manager

Client Experience Manager

Burlington, NC

Spry, Inc. is recognized as one of the industry’s top performing leaders in print, promotional products, office supplies, and distribution. Our firm helps clients market and manage their brands with absolute efficiency. With nearly 40 years in the industry and our continued growth, we are actively seeking driven leaders who are motivated to grow with us.

ESSENTIAL FUNCTION:

The Client Experience Manager exists for the purpose of providing top level support to Spry, Inc. clients. This is accomplished by managing client orders from start to finish, while placing all restock and supply orders, and to assist in the general business operations for our client’s experience. This position will be based at our North Carolina Office in Burlington, NC.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties and responsibilities are essential in the daily execution of the position:

• Taking care of assigned accounts at the highest level. This includes contact via phone and email, placing orders for all of their supply needs, managing warehouse inventory and direct ship orders.
• Expectation to expand sales in existing accounts by introducing new products and services.
• Emails and phone calls returned within the same day they are received. This is required for internal communication and customer communication on all levels.
• Request for pricing from customers provided within 24 hours, with few exceptions.
• Build relationships with the clients – from the top down. Provide consulting on needs pertaining to streamlining and savings for the customer.
• As a part of the CX (Client Experience) Team, will participate in everyday routines of answering the phones, weekly meetings, trainings, etc.
• Collaborate and assist with Client Account Managers to meet client needs.

CORE COMPETENCIES:

• Customer Service: Leads the organization in understanding the customers' wants and needs to screen all decisions and actions; ensures that the customer's perspective is taken fully into account. Creates and reinforces a customer service mindset throughout the organization.
• Sense of Urgency: Acts with urgency when resolving customer, vendor or business problems.
• Technical Competency: Understanding computer systems and ability to navigate and execute effectively with various types of technology. Microsoft Office proficient.
• Team Skills: Values diverse people; shares ideas, communicates honestly and respects others. Communicates effectively with others from diverse backgrounds and perspectives and adjusts communication style, as appropriate. Builds mutual understanding, consensus and support among team members by communicating in a way that promotes understanding and commitment.
• Attentiveness: Understands the need and has the ability to perform duties with high attention to detail.
• Problem Solving Skills: Creates a "can-do" environment; encourages others to be enthusiastic about identifying opportunities, solving problems, dealing with change and executing with speed and purpose. Helps associates envision personal benefits and positive outcome of change. Makes decisions quickly based on available information and appropriate assessment of risk.
• Two Way Communication Skills: Communicates to team and keeps team abreast of information needed to perform their job. Creates an environment where people feel free to speak open and candidly. Sets the stage for productive conversations.

MINIMUM QUALIFICATIONS & SKILLS:

• High school education (or equivalent), with post-secondary pursuit preferred
• 3-5 years of experience in related field (i.e., business, client service)
• Ability to navigate computer proficiently, with programs or software systems experience
• Ability to plan effectively
• Print/Promo Industry experience
• Self-Motivated
• Highly organized
• Excellent communications skills
• Attention to detail
• Analytical thinker
• Travel – ability to travel on rare occasion to vendor locations or other Spry, Inc. locations

COMPENSATIONS AND BENEFITS:

• Full-Time, Exempt, Hourly position
• Range: $18.50 - 21.50/hour
• Eligible for company sponsored health benefits and 401K matching, according to benefit timelines
• Employer paid Group Life coverage
• Paid-Time Off (PTO) in accordance with company policy

Job Type: Full-time

Pay: $18.50 - $21.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Required)
• Print or Promotional: 1 year (Preferred)

Work Location: In person

Salary : $19 - $22