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Customer Experience & Support Manager - 1/16/2018

Customer Experience & Support Manager

Zuri, a fast growing modern furniture retailer and etailer, with stores in Dallas and Frisco, is looking for a long-term Customer Experience & Support Manager. This position is responsible for upholding our customer service values, leading a Customer Support team in the day-to-day operations of Customer Support, and actively working with senior leadership to innovate our overall customer experience. 

RESPONSIBILITIES:

Customer service

  • Create an atmosphere in our stores where customer service is prioritized and where they are provided with the best service in the industry.
  • Point-of-contact and escalation for customer issues including (but not limited to) quality, service, product delays, overall satisfaction, special requests and warranties.
  • Set and implement customer service procedures
  • Solicit feedback from customers
  • Create and implement strategies for repeat business
  • Explore creative ways to personalize the sales experience and delight customers
  • Implement help desk software

Leadership

  • Manage and lead a team of Customer Support associates
  • Provide ongoing feedback and support to Customer Support team members
  • Create and track customer service KPIs (Key Performance Indicators). 
  • Recruit and train customer service associates

Fulfillment operations

  • Work closely with warehouse to make sure orders are 100% accurate and on time. 
    • This includes assisting with the management of delivery schedules, enforcing quality control inspections, prioritizing orders for pickup, & coordinating shipments (UPS, LTL) outside of Texas.
  • Work closely with the Retail Sales Manager to ensure proper communication between sales and shipments

QUALIFICATIONS:

  • Must have at least one year of customer service experience.
  • Must be comfortable with logistics - finding rates from UPS and LTL providers to save money on shipping.
  • Great communication skills to speak with customers.
  • Must be comfortable making decisions to keep to customers happy while balancing business priorities.
  • Well organized with the ability to be flexible based on the needs of the business
  • Must be comfortable working in Microsoft office to keep track of customer cases.
  • College degree required

PAY & BENEFITS:

  • Based on experience. Will have base salary with unlimited upside potential through aggressive bonuses and commissions
  • Health insurance, vacation, maternity support & other benefits
  • Other great perks!

Applications are only accepted on our website. Please do not call or email.

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