Job Description

Job Title: Director, Customer Experience

Location: Rutherford, NJ

Job Overview:

We are seeking a highly organized and proactive Customer Experience Director to join our team and provide operational support to our Sales team in a retail consolidation business. The Director of Customer Experience will play a key role in ensuring smooth communication and seamless execution of customer inquiries, working closely with the sales team to provide the highest level of service to our clients. This position requires a detail-oriented individual with a strong background in operations and customer service, who can contribute to improving workflows, resolving issues, and enhancing customer satisfaction.

Key Responsibilities:

• Sales Support: Collaborate with the sales team to respond to customer inquiries, ensuring timely, accurate, and effective resolutions. Provide operational insights and data to help close sales deals and address client needs.
• Customer Communication: Act as a liaison between the sales team and customers, handling customer inquiries regarding products, services, order statuses, and deliveries in a professional and efficient manner.
• Process Improvement: Identify and implement process improvements within the sales support functions to streamline operations, reduce response time, and enhance customer satisfaction.
• Order Management: Assist with the tracking and coordination of customer orders, ensuring that they are fulfilled according to specifications and on time. Provide updates to customers on order status, delivery timelines, and any potential issues.
• Reporting & Analysis: Monitor and report on key performance metrics such as customer satisfaction, response time, and operational efficiency. Provide actionable insights to leadership to support sales strategies and customer retention.
• Cross-Functional Collaboration: Work closely with other departments such as logistics, inventory, and finance to ensure smooth operations and resolve any issues that may arise during the sales process.
• Training & Development: Assist in training new team members on operational processes and best practices for handling customer inquiries.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience).
• 7+ years of experience in operations, sales support, or customer service, preferably in a retail or supply chain environment.
• Strong communication and interpersonal skills, with the ability to manage multiple stakeholders.
• Excellent organizational skills and attention to detail.
• Ability to analyze data and generate reports to support decision-making.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software; experience with [specific tools] is a plus.
• Problem-solving mindset with the ability to resolve issues quickly and efficiently.
• Ability to work in a fast-paced, dynamic environment.

Preferred Skills:

• Previous experience in a retail consolidation business or logistics/supply chain industry.
• Familiarity with sales and order management software.
• Strong project management skills with the ability to handle multiple tasks simultaneously.

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