CX Supervisor- Retail & International Partnerships

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better. As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better. 

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 600 passionate team members.

Summary:

The Retail and International Partnerships CX Supervisor is an intermediate-level position tasked with overseeing the daily operations of specialists focused on supporting our retail and international accounts. You will lead a team within a dynamic, often changing environment. This role requires you to maintain strong relationships with key internal partners and external accounts while managing departmental service levels and alternating between leadership responsibilities or agent-level tasks as necessary.

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Leads and develops a team of 10-15 Retail Partner Specialists and ensures they consistently meet performance metrics and provide effective customer service to customers and retail vendors. 
• Establishes and cultivates long-term partnerships with third-party vendors, ensuring smooth collaboration and seamless customer support.
• Serve as the primary CX-org liaison between internal teams and vendors to share updates on new product developments, launches, and promotions.
• Coordinates with the Training Manager to develop resources for both internal and external partners for new products, support updates, and customer service techniques to ensure the team remains informed on impacting changes. 
• Track and analyze vendor performance metrics, ensuring that service levels, quality, and delivery standards meet expectations. 
• Oversee the timely resolution of service-related issues from vendors, ensuring that customer experience remains consistent and high-quality.
• ??Develop specialists and their skill sets and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• In conjunction with the omnichannel team, develop a pre and post-sales playbook to help new B2B customers launch successfully.
• Collaborate with stakeholders driving domestic and international retail, wholesale, and distribution; Establish seamless communication streams in support of fostering relationships. 
• ??Create and execute realistic action steps and timelines for the team with strict attention to details and performance
• ??Achieve team performance excellence to ensure high quality and high volume productivity
• ??Recruit, hire, and build a team of highly productive candidates through coaching, collaboration, and motivation of staff
• ??Fulfilling the customers’ necessities while providing an exceptional customer experience is the expected behavior of all our employees, and it will be measured by specific metrics.
• ??Appropriately assess risk when business decisions are made, demonstrating particular consideration for the company’s brand, its clients and assets by adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Will perform additional responsibilities as required, including travel for leadership or training purposes (not expected to exceed 10%)

Leadership Responsibilities:

• Directly supervises the department and a team of 10-15 non-exempt (hourly) Team Members
• Provides weekly reporting to management on quality assurance initiatives and scores, utilization rates, wrap times, trends, gaps, and other relevant information to drive improvement 
• Responsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goals 
• Participates in the daily activities of their team in the event of understaffed situations
• Effectively implements procedure and policy changes while maintaining or improving team morale 
• ??Evaluate the team's performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc, to CX Manager and Sr. Director
• Achieves quality and efficiency targets through data-driven coaching and motivation
• Evaluates individual specialist and team performance via consistent coaching performance reviews and other methods needed 
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Assists with new hire training and onboarding, including interviewing and collaborating with partners in HR during the recruitment process 
• Ensures operational excellence through routine audits of specialist attendance and timecard adherence
• Occasionally steps in as first-level support for customer escalations and uses a suite of resources while demonstrating understanding to resolve complex customer issues  
• Occasionally oversees various project initiatives within the Customer Experience department, ensuring timely and successful adoption or implementation within the team
• Maintains working knowledge of multiple technical products and platforms to
  provide maximum support to Specialists and customers  
• Partners with IT, operations, HR, Engineering, and other cross-functional teams to ensure specialists have all the necessary resources to provide exceptional service 
• Strives to create an environment of continuous improvement through innovative solutions for both internal and external customers 

What You'll Bring:

• BA/BS in Communications, Business, Business Management, and/or equivalent experience
• 5 years of experience in a customer service  or customer success role 
• 3 years of leadership experience managing high-performing, agile teams  
• 2 years of managing customer accounts in B2B support, preferably with high-profile accounts 
• Ability to motivate and coach others through effective communication 
• Has an attention to detail and is an agile problem solver 
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation, and ability to motivate others
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Tenacity! Our work culture is dynamic and demanding, requiring tenacity and dedication.  If you are driven to excel and wish to collaborate with top professionals who share the same high standards, this is the ideal environment for YOU!

Not Required but Nice to Have:

• Previous experience with Dixa, Surfboard, Magento, Paylocity a plus 
• Experience working with Amazon, Chewy, PetSmart, or with International vendors 
• Experience in the Pet Industry or a passion for pets!

Schedule:

• This salaried position offers flexibility without a fixed schedule, requiring adaptability to meet business needs and project demands.

Benefits & Purrks: Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program
  

Statement of Inclusivity: We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive. Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status. #onsite1