We’re a world-class workforce of brand-builders, digital entrepreneurs, and logistics specialists centered on constructing distinctive manufacturers and merchandise for purchasers. We imagine the buyer merchandise world is altering, the web has offered viewers to lift their voices and say “Make one thing pleasant and particularly for me.” The rise of eCommerce and contract manufacturing has given generations of entrepreneurs the flexibility to create custom-tailored merchandise for fanatic communities. Since 2010, our workforce has amplified our manufacturers and introduced them to a wider digital viewers. Our focus is digital advertising, manufacturing experience, and global-scale logistics.
We’re rising, form and centered folks all working collectively to construct manufacturers. We imagine with a view to create the very best merchandise; we have to rent the very best folks. And we would like these folks brainstorming, designing, and speaking with prospects – not pushing buttons and making spreadsheets. Components Manufacturers exists on the intersection of high-quality merchandise and top-shelf expertise; so we’ve invested closely in the very best digital methods to automate all of the boring stuff that’s normally guide. Positioned within the ‘Decrease South Finish’ neighborhood of Charlotte, North Carolina we lead by Our Values and share a dedication to high quality groups, folks, and partnerships. This dedication extends to every part we create at Components Manufacturers.
We’re looking for a motivated particular person to guide and develop the Buyer Expertise Workforce. You’ll construct best-in-class buyer expertise for all manufacturers & gross sales channels. Together with, buyer questions, suggestions & critiques, social media, e-mail, chat, and telephone – all whereas strengthening buyer relationships, driving buyer happiness, and selling worker development and success.
On this function, you’ll function a lead for the way Components Manufacturers communicates and engages with our prospects. You’ll convey robust relationship-building expertise, product information, organizational expertise, in addition to a excessive diploma of empathy to make sure the client satisfaction with Components Manufacturers. Lead cross-functional liaison working with model groups, provide chain, and advertising to drive Components Manufacturers customer support expertise. You’ll observe, analyze and current Key Efficiency Indicators and insights to the Components Manufacturers Groups.
• Lead, develop and drive enhancements in buyer expertise
• Develop metrics and automatic studies to measure the expansion and efficiency of the workforce
• Rent, develop, mentor and coach workforce with a deal with empowering customer support workforce to resolve buyer communications
• Make the most of deep product and trade information whereas serving as a robust cross-functional chief
• Collect and synthesize related knowledge, suggesting enhancements within the instruments and methods to assist scale the Buyer Expertise Workforce
• Lead customer support workforce with processes centered on enchancment, drive effectivity and effectiveness, together with the event of capability fashions to forecast a useful resource plan
• Accountable for constructing and nurturing buyer and follower relations throughout all social media platforms, repeatedly working to enhance our engagement whereas sustaining or exceeding your development targets
• Guarantee prospects obtain impactful and useful service, keep excessive ranges of buyer happiness with our manufacturers and merchandise
• Report month-to-month on buyer feedback/critiques metrics and insights, determine tendencies to make sure our customer support expertise requirements are met
• Create automated reporting to permit Components Manufacturers groups to determine visibility and tendencies
• Oversee all facets of the Voice of the Buyer
• Develop pleasant and fascinating buyer expertise throughout all platforms
• Current quarterly Voice of the Buyer insights to Components Manufacturers workforce
• 5+ years of expertise managing a customer support/expertise workforce
• Extremely knowledge and analytic pushed, a deal with driving data-based choices and buyer habits evaluation
• Sturdy understanding of considerate customer support expertise, potential to thrill prospects past expectations
• Potential to outline timelines and guarantee tasks keep on-track, potential to prioritize, pivot and carry out successfully beneath strain
• Distinctive communication expertise and a fan of utilizing Slack
• Clear presentation expertise sharing buyer insights throughout all groups and departments
Compensation and advantages:
• Aggressive wage
• Medical, Dental, and Imaginative and prescient Insurance coverage- Absolutely paid worker premiums, household plans additionally out there
• 401Okay with 4% firm matching
• Paid day without work – 15 days plus 12 paid holidays
• Paid parental go away