What are the responsibilities and job description for the Customer Experience Manager position at Elegant Baby?
Customer Experience Manager
Job Summary:
Elegant Baby is seeking a Customer Experience Manager who is passionate about building relationships, problem-solving, and driving exceptional service across both wholesale and e-commerce sales channels. This role is not just about data entry—it’s about becoming a key player in our growing company, shaping customer interactions, and ensuring a seamless experience across all touchpoints.
The ideal candidate is a proactive leader who thrives in a fast-paced environment, is digitally savvy, and is eager to contribute beyond traditional customer service responsibilities. This role offers significant growth opportunities, including leadership development and office management responsibilities as the company expands.
As part of a dynamic and entrepreneurial team, the Customer Experience Manager will also gain a deep understanding of warehouse logistics, fulfillment operations, and customer engagement strategies to drive overall efficiency and customer satisfaction.
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Key Responsibilities:
- Serve as the primary point of contact for wholesale clients and direct-to-consumer customers, ensuring exceptional service via phone, email, and internal communication channels (Slack).
- Resolve customer inquiries, complaints, and order-related concerns with a solution-oriented mindset.
- Oversee and process order entries, returns, and product-related inquiries across all sales channels.
- Identify opportunities to enhance customer retention through proactive engagement and service improvements.
- Maintain accurate records of customer interactions and leverage data insights to improve processes.
- Collaborate with the Supply Chain Manager to ensure accurate stock availability and communicate product updates.
- Work within the Warehouse Management System (WMS) to release orders and troubleshoot customer-related transactional issues.
- Cross-train in administrative and operational functions, including order entry, billing, and ERP system maintenance.
- Contribute to process improvements and scalable customer service strategies as the company continues to grow.
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Qualifications & Skills:
- 2 years of experience in customer service management, preferably in e-commerce or wholesale.
- Exceptional communication skills—both written and verbal.
- Strong problem-solving, multitasking, and critical-thinking abilities.
- High attention to detail and ability to work with minimal supervision.
- Proficiency in Microsoft Office (Excel, Outlook, Word).
- Experience with Shopify, Apparel Magic, Slack, MarketTime, or similar platforms is a plus.
- A self-motivated team player eager to contribute and grow within the company.
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Education & Compensation:
- High school diploma or equivalent required.
- Full-time, Monday–Friday (40 hours per week).
- Salary: $55,000–$65,000 annually, based on experience.
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About Elegant Baby:
Elegant Baby is America’s favorite affordable luxury baby brand, specializing in beautifully designed gifts available through both e-commerce and a global network of fine retailers. Our products are featured in Nordstrom, Dillard’s, and high-end boutiques worldwide. As a rapidly growing company, we offer an exciting opportunity for passionate professionals who want to make an impact in a brand that values quality, innovation, and exceptional service.
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Interested candidates must be eligible to work in the U.S. (visa sponsorship not available).
Elegant Baby is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Ability to Commute:
- Burlington, NC 27215 (Required)
Ability to Relocate:
- Burlington, NC 27215: Relocate before starting work (Required)
Work Location: In person
Salary : $55,000 - $65,000