Customer Experience Manager

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

POSITION SUMMARY- Full-time, On Site in Manheim, PA

Fontana Candle Co. is a fast-growing, MADE SAFE® certified candle company committed to ingredient transparency and human health. Crafted with beeswax, coconut oil, and 100% pure essential oils, our candles are redefining clean home fragrance.

The Customer Experience Manager will own and continuously enhance the company's end-to-end customer experience, ensuring customers receive a consistent, responsive, and positive experience from initial contact through resolution and follow-up. This is a hands-on opportunity for someone who enjoys taking ownership, identifying opportunities for improvement, and helping a growing organization deliver an exceptional customer experience.

The Customer Experience Manager will focus on refining, strengthening, and evolving the department as the company grows. This includes continually improving scripts and macros, evaluating and implementing technology and software solutions, analyzing customer feedback and performance data, and identifying opportunities to improve efficiency, consistency, and customer satisfaction.

This is initially an individual contributor role with future leadership potential. As the company and Customer Experience team continue to grow, this individual will have the opportunity to take on greater responsibility and eventually lead and develop the team.

ESSENTIAL JOB FUNCTIONS

Customer Experience & Service

• 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.

Customer Insights & Collaboration

• Identify recurring customer concerns, trends, and opportunities and share insights with the appropriate teams to help improve products, processes, and the overall customer experience.
• Partner with other departments to resolve customer issues, share customer insights, and support initiatives that improve the customer experience.

Department & Business Growth

• Help refine and strengthen the existing Customer Experience function as the company grows, contributing to processes, standards, and best practices that support scalability.

Brand & Culture

• Project a positive image of the organization and consistently embody the company's culture, values, purpose, and commitment to transparency.
• Support additional projects and responsibilities as needed to contribute to the success and growth of the organization.

OTHER JOB FUNCTIONS

• Assist with special projects and cross-functional initiatives as needed.
• Provide input on new customer experience tools, platforms, or technologies.
• Support team training, onboarding, or documentation as the department grows.
• Participate in company events, meetings, or other activities that support the organization's culture and growth.

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle or feel; reach with hands and arms; and talk and hear. The employee is required to sit; stand; and walk, and may occasionally be required to bend, squat, or reach. The employee may occasionally lift and/or move items weighing up to 20 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus.

WORKING CONDITIONS

• Work is primarily performed in an office or other indoor, climate-controlled environment.
• Regular use of computers, phones, and other electronic devices for extended periods.
• May occasionally be exposed to warehouse, shipping, or product-related environments, including varying temperatures, noise, or seasonal conditions.
• Will encounter candle products, essential oils, packaging materials, and other materials associated with the company's operations.

KNOWLEDGE, SKILLS AND ABILITIES

Education

• Associate's or Bachelor's degree in Business, Marketing, Customer Experience, Communications, or a related field or equivalent experience.

Qualifications

• 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/customer service 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.

Skills

• Exceptional customer service and relationship-building skills.
• Excellent written and verbal communication skills, with the ability to consistently communicate in the company's brand voice.
• Strong attention to detail and ability to remain organized while managing multiple tasks and projects.
• Positive, solutions-oriented approach with the ability to handle customer concerns calmly and professionally.
• Strong time-management skills and ability to work effectively under deadline pressure.
• Strong analytical skills and intermediate-level math skills.
• Ability to identify trends, solve problems, and recommend improvements.
• Ability to collaborate effectively with customers, employees, and cross-functional departments.
• Self-motivated, proactive, and comfortable working in an evolving, growing environment.
• Strong proficiency with spreadsheets and common Microsoft Office and Google Workspace applications.
• Ability to learn and effectively utilize new software, technology, and automation tools.

Licenses/Certification

• Customer experience, e-commerce, Shopify, or related certifications are a plus.

Software & Technology Requirements

• Gmail, Google Calendar, Google Meet, and related applications.
• Shopify and related e-commerce platforms.
• Gorgias or similar customer service/help desk platforms.
• Skulabs or similar systems.
• Asana or similar project/task management platforms.
• Experience utilizing CRM systems and integrated automation tools to support customer service, customer communication, and lead/customer funnels.
• Ability and willingness to evaluate, learn, implement, and optimize new technology and software as the Customer Experience function continues to evolve.

This job description is intended to describe the general nature and level of work performed by employees assigned to the position. It reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Salary Range: $42,000 - $47,000 plus health credit