Customer Experience Supervisor - Backoffice Support

A leading manufacturer in the residential interiors space is seeking a Customer Experience Supervisor – Backoffice Support to join the team. This is an opportunity to collaborate with team members to enhance overall customer satisfaction across a market-leading range of premium products. The Customer Experience Supervisor – Backoffice Support is responsible for overseeing the Backoffice Support team and front-line CSRs, improving the end-to-end customer experience, and ensuring exceptional service at every touchpoint.

Salary + Additional Benefits:

• Up to $68,000/yr

• Medical, Dental, Vision Insurance

• 401K - company match

Location: Houston, TX
Type of Position: Direct Hire

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.

• 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 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.

Requirements:

• 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 (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 (preferred)

• 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

Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application.

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