What are the responsibilities and job description for the Customer Experience Manager position at Boathouse Sports?
Who we are:
At Boathouse Sports, we are passionate about manufacturing custom, high-quality athletic gear right here in Philadelphia, PA, USA. Specializing in sports apparel, we are dedicated to delivering exceptional outerwear, uniforms and training gear – and unparalleled customer service – to Colleges, High School, Clubs and Pro teams. We are “Made in the USA”, providing gear to over 10,000 schools nationwide.
We are currently seeking a Customer Experience Manager to join our team, and elevate our customer interactions to match the quality of our products.
Position Overview:
As the Customer Experience Manager, you will be responsible for ensuring our customers (both internal and external) consistently receive outstanding service. You will oversee customer support operations, resolve issues, and implement initiatives to improve overall satisfaction, while understanding and reinforcing internal processes. This role is a leadership position and involves working closely with other departments, including sales, operations, and marketing, to ensure seamless customer interactions and drive a positive experience across all touchpoints.
Job Responsibilities:
In this critical leadership role, you will hire, train, and manage your direct staff to ensure all departmental goals are met, while ensuring every customer has an outstanding experience. These goals include:
ACCURATE AND TIMELY ORDER PROCESSING:
- Daily entry of all complete sales orders, maintaining 100% accuracy of order details, pricing, and payment
- Ensure all orders comply with company Policy and Procedures.
DELIGHTING CUSTOMERS WITH THEIR ORDER (or return) EXPERIENCE:
- Communicate with prospective customers in best manner to assure order conversion.
- Solve customer questions, concerns, and issues quickly, leaving the customer happy to have worked with Boathouse.
PROCESS IMPROVEMENT:
- Work with others within the organization to streamline processes, shorten lead times, and reduce errors.
Job Type: Full-time
Benefits:
- Health, Dental & Vision insurance
- Paid time off
- Retirement plan contributions
- Employee discounts
Work Conditions: Day Shift, in-person, with limited remote work when necessary. Report to Director of Operations.
Experience Desired:
- Customer Service or Support: Minimum of 3 years in a customer-facing role.
- Team Leadership: Experience managing teams.
- Cross-Functional Collaboration: Working with marketing, sales, product development, and operations teams.
- Data Analysis: Demonstrated experience improving customer feedback metrics such as Net Promoter Score (NPS) or other Key Performance Indicators (KPI’s).
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Ability to Commute:
- Philadelphia, PA 19124 (Required)
Ability to Relocate:
- Philadelphia, PA 19124: Relocate before starting work (Required)
Work Location: In person