Customer Experience Lead - Backoffice Operations

Murray Resources - Best Staffing Agency; Houston (TX); On-site; USD 61,000 - 75,000; Full time

Job summary

Murray Resources - Best Staffing Agency is seeking a Customer Experience Supervisor – Backoffice Support in Houston, TX to oversee the Backoffice Support team and frontline CSRs, elevating end-to-end customer satisfaction across our premium product range.

You will develop strategies, lead order entry and returns processing in Dynamics 365, and collaborate with cross-functional teams to deliver exceptional service at every touchpoint.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field preferred; equivalent combination of education and experience considered.
• Minimum of 3 years of relevant experience in operations support, back-office support, customer service, and supervising teams in a customer-facing environment.
• Experience with ERP systems such as Dynamics 365 (D365), JDE, and Salesforce; highly proficient in Excel.
• Strong aptitude for navigating CRM, order management, and e-commerce platforms.

Responsibilities

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of Backoffice Support Specialists, providing guidance, training, and support to ensure accurate and timely order entry, returns processing, and customer service delivery.
• Leading and supporting frontline reps with customer inquiries, escalations, and duties as assigned.
• Oversee resolution of sync errors and ensure orders are entered and corrected accurately in Dynamics 365 (D365).
• Oversee open order management, including backorder updates, return management, and return follow-up.
• Serve as an escalation point for backoffice tasks and system issues.
• Identify training needs and process improvement opportunities.
• Collaborate with cross-functional teams to resolve customer and order issues and provide seamless customer experiences.
• Develop and maintain order entry, returns, and customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.

Skills

Leadership

Customer service

Communication

Data analysis

Time management

Problem solving

Team management

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Tools

Dynamics 365 (D365)

JDE

Salesforce

Excel

Adobe Commerce

Job description

Murray Resources - Best Staffing Agency is seeking a Customer Experience Supervisor – Backoffice Support in Houston, TX to oversee the Backoffice Support team and frontline CSRs, elevating end-to-end customer satisfaction across our premium product range.

You will develop strategies, lead order entry and returns processing in Dynamics 365, and collaborate with cross-functional teams to deliver exceptional service at every touchpoint.