Customer Experience Lead: E-commerce Growth

Fontana Candle Company; Lancaster (Lancaster County); On-site; USD 42,000 - 47,000; Full time

Job summary

Fontana Candle Co. is seeking a Customer Experience Manager to own and elevate the end-to-end customer journey from inquiry to resolution at our Manheim, PA site.

This hands-on role focuses on building efficient, scalable processes and improving scripts, workflows, and technology to deliver consistent, positive experiences. The role starts as an individual contributor with future leadership potential, expanding as the company grows while maintaining brand voice across all channels and ensuring

Qualifications

• Associate's or Bachelor's degree in Business, Marketing, Customer Experience, Communications, or a related field or equivalent experience.
• 2+ years of customer service experience in a fast-paced retail, e-commerce, consumer products, or similar environment.
• E-commerce customer experience strongly preferred.
• Experience with Shopify, Gorgias, or similar e-commerce platforms required.
• Experience working with wholesale customers or a multi-channel customer base is highly preferred.
• Demonstrated ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to evaluate customer feedback, data, and trends and translate them into actionable improvements.
• Demonstrated interest in continuous improvement and improving customer service processes, systems, and workflows.
• Ability to work independently, take ownership, and identify opportunities without needing extensive direction.
• Strong business-minded approach with a focus on both customer satisfaction and operational efficiency.
• High level of professionalism, integrity, and commitment to representing the company's brand and values.

Responsibilities

• Take ownership of the customer experience from initial contact through resolution and follow-up, ensuring a consistent, responsive, and positive experience.
• Respond to e-commerce customer inquiries, complaints, returns and exchanges, shipping questions, product questions, and other customer needs in a timely and professional manner.
• Respond to customer questions and comments on platforms such as Facebook and Instagram while maintaining the company's brand voice and standards.
• Regularly evaluate customer interactions, feedback, scripts, macros, and workflows to identify opportunities to improve the customer experience, efficiency, and consistency.
• Help evaluate, implement, and optimize software, systems, automation, and processes that support the Customer Experience function as the company grows.

Skills

Customer service

Relationship building

Written communication

Verbal communication

Time management

Analytical skills

Problem solving

Team collaboration

Education

Associate's or Bachelor's degree in Business, Marketing, CX, Communications, or related field

Tools

Shopify

Gorgias

Skulabs

Asana

CRM systems

Google Workspace

Job description

Fontana Candle Co. is seeking a Customer Experience Manager to own and elevate the end-to-end customer journey from inquiry to resolution at our Manheim, PA site.

This hands-on role focuses on building efficient, scalable processes and improving scripts, workflows, and technology to deliver consistent, positive experiences. The role starts as an individual contributor with future leadership potential, expanding as the company grows while maintaining brand voice across all channels and ensuring