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Customer Experience Manager
3 weeks ago
The Customer Experience Manager will be responsible for leading the team that manages the customer experience throughout the order fulfillment process. This includes ensuring that all customer interactions are handled professionally and efficiently, and that all customer issues are resolved promptly and effectively.
Key Responsibilities:- Team Leadership: Lead the team that manages the customer experience throughout the order fulfillment process.
- Customer Communication: Communicate with customers regarding order status, delivery timelines, and any relevant updates. Handle customer inquiries and concerns professionally and efficiently. Provide proactive communication to customers regarding any potential delays or issues.
- Issue Resolution: Investigate and resolve order-related issues promptly and effectively. Collaborate with cross-functional teams to address any challenges in the order fulfillment process.
- Documentation and Record Keeping: Maintain accurate and up-to-date records of customer orders, interactions, and resolutions. Prepare and maintain reports related to order processing metrics.
- Collaboration: Work closely with the Sales, Warehouse, and Logistics teams to optimize order fulfillment processes.
The ideal candidate will have a proven track record of success in customer service, team leadership, or a related field, with excellent communication and interpersonal skills, strong proficiency in written and spoken English, and a strong organizational and multitasking ability.
