Evogen Elite Service Manager/Customer Experience Manager

REPORTS TO: Operations Manager

This position is responsible for managing the Evogen support team by providing online support to customers via social media, online chat, phone, and electronic communications as well as business to business sales. By utilizing a fundamental knowledge of customer experience management and sports nutrition products they will recruit, manage, and inspire the Evogen Elite Customer Service Rep team. Additionally, this position supports direct communication and troubleshooting with upper management, team members, and customers to ensure that a satisfactory and positive experience is provided to the Evogen D to C and B to B community.

RESPONSIBILITIES:

• Manage all daily activities with Evogen customers utilizing a high quality of service in line with a designated Service Level Agreement
• In collaboration with E-commerce management, gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions that continually evolve, improve, and optimize customer service
• Outline “the service journey” to achieve the customer experience vision, including assigning key benchmarks and measures of success
• Effectively manage and develop assigned KPIs, payroll, and budget for the department
• Liaise with other departments to ensure a smooth process of operations
• Develop & provide all relevant reports on performance metrics
• Create cross training programs within customer service and other departments
• Warehouse cross training curriculum: to fully understand the scope of the fulfillment process
• Define and conduct product and compliance cross training curriculum to support cross functional teams within the Evogen Elite Service, Ambassador, and Athletes
• Manage loyalty system and help build out revenue targets and growth
• Develop and manage a system for Athlete Packages and Welcome Packages.
• High level management of departments innovation and developmen
• Liaise with other departments to create surveys, customer personas and customer journey
• Develop and manage first box order experience for customers
• Manage team of Evogen Elite service Supervisors and Managers ensuring department KPI’s are met.

SKILLS & QUALIFICATIONS:

• Take a responsible and leading role as a team member working alongside other members of the Evogen customer service, marketing, sales, operations, and quality teams.
• Train new team members on department processes and advise on industry best practices
• Lead and develop the Evogen Elite Service team
• Work with the broader e-com management team to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement
• Create a nimble customer service organization that responds quickly to our customer’s needs

REQUIREMENTS:

• Minimum of 3 years of experience leading customer-facing teams in a multi-channel environment
• Target 5 years of previous customer service experience
• Bachelor or master’s degree or similar years’ work experience
• Expertise in customer experience with a proven record of supporting customer-facing strategies driving customer satisfaction, tenure and revenue
• Able to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility
• Track record of successfully managing, coaching and mentoring Customer Service teams and delivering excellent Customer Service
• Good CRM experience related to Customer Service
• Project Management Experience is desired
• Strong communication skills verbal, written, and visual
• Capable of streamlining and improving processes and troubleshooting
• Fluent English, other languages are a plus
• Budget management, experience forecasting, and productivity analysis
• Flexible and adaptable
• Self-starter attitude
• A positive outlook, promoting constructive responses to the challenges of work within their team
• Experience in health and nutrition and/or fitness
• Ability to obtain NSCA nutrition certification
• Experience with the following items is desired:

- CRM - Salesforce

- Gorgias

- Subscription Service

- UPS, FedEx, etc.

- Shopify

- Survey Monkey

This job description provides a general outline of the typical duties and qualifications for the customer service manager role. However, responsibilities and requirements may change based on the needs of the organization.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Irving, TX 75063 (Required)

Ability to Relocate:

• Irving, TX 75063: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $85,000