Customer Experience Lead — Backoffice & Support

Visual Comfort Co.; Houston (TX); Hybride; USD 66 000 - 70 000; Plein temps

Avantages offerts par ce poste

Work-Life Balance

Training & Development

Paid Time Off

Holidays

Health Benefits

Life Insurance

401(k) Match

Résumé du poste

Visual Comfort & Co. is seeking a Customer Experience Supervisor - Backoffice Support to lead Backoffice Support and frontline CSRs, ensuring accurate order entry and exceptional service. You will implement customer experience strategies and collaborate with cross-functional teams to resolve issues.

The ideal candidate has a Bachelor's degree and at least 3 years in operations support or supervision, with ERP and CRM proficiency, and a passion for luxury lighting and design.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 3 years of relevant experience in operations support, back-office support, customer service, or supervising teams in a customer-facing environment.
• Experience with ERP systems (Dynamics 365, JDE, Salesforce) and strong Excel proficiency.
• Proven ability to navigate CRM, order management, and e-commerce platforms and related tools.
• Strong leadership, communication, and problem-solving abilities.

Responsabilités

• Lead Backoffice Support and frontline CSRs to ensure accurate order entry, returns processing, and excellent customer service.
• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Oversee open order management, backorder updates, return processing, and escalation handling.
• Collaborate with cross-functional teams to resolve customer and order issues.

Connaissances

Leadership

Customer service

Team management

Data analysis

Communication

Formation

Bachelor's degree in Business Administration, Marketing, or related field

Outils

Dynamics 365 (D365)

JDE

Salesforce

Adobe Commerce

Excel

Description du poste

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

This role is responsible for collaborating with team members to enhance overall customer satisfaction. Duties include overseeing the Backoffice Support and front line CSRs, improving the end-to-end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• 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.
• Monitor and evaluate customer and order interactions to identify areas of improvement and implement necessary changes.
• 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.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule, while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• 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, or 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 (e.g., Adobe Commerce), customer service software tools, and phone systems.
• Experience in interior design, custom home building products, luxury home furnishings, and/or lighting industry, a plus.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to analyze data and generate meaningful insights.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Ability to prioritize and handle multiple tasks and changing priorities.
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Demonstrate exceptional communication across all contact channels, including email, chat, and phone.
• Available to work a flexible schedule including weekends, early mornings, late evenings.

Compensation Range: $66,000 - $70,000

Compensation is based on individual factors, including skill set, relevant experience, and work location

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