Customer Experience Lead in Footprint

As a Customer Experience Lead you will be responsible for driving the development and implementation of strategies to enhance the overall customer experience. This role requires a dynamic individual with a passion for customer satisfaction, strong leadership skills, and the ability to collaborate with cross-functional teams.Team Leadership:Lead and inspire internal team membersProvide guidance and mentorship to team members to ensure high performance, quality, and engagementProblem solving and providing solutions for internal and external customersTrains and supports staffLead daily cross-functional meetings with Planning and LogisticsOrder Entry and Processing oversite:Lead team that enters and process orders through Sage and our confirmation process. Ensure timely turnaround and communication with customers about orders and timingDocument or modify SOP’s as needed for the order entry processTrack and present metrics weeklyProcess Improvement:Identify inefficiencies in current processes and propose improvements to streamline operationsOnboard new customers to EDI processingCollaborate with relevant departments to implement process enhancementsMeasure the success of department and customer experienceCross-Functional Collaboration:Work closely with marketing, sales, finance and product development teams to ensure a cohesive and positive customer experience across all touchpointsFacilitate communication and collaboration among different departments to resolve customer issues effectivelyBe a specialist on Footprint’s products, features, and functionality to confidently promote the benefits of being a Footprint customer.Performs all other duties and responsibilities as assigned or directed by manager.Applicants must possess the permanent right to work in the US.This position does not qualify for relocation benefits or assistance. RequirementsKnowledge, Skills, and Abilities:Consistent track record of working independently to complete a high volume of customer casesExcellent communication skills and excel in building positive relationshipsAnalytical mindset with the ability to interpret data and make strategic recommendationsStrong understanding of customer experience principles and best practicesProject management skillsMinimum Qualifications:Bachelor’s degree in Business, Marketing, or a related fieldCandidates should have a minimum of 3 years’ experience in a customer service or communications roleProficient use of MS Office SuiteBenefits Comprehensive Health Coverage: Including medical, prescription, dental, and vision care plans Insurance Protection: Basic term life, accidentals, and voluntary life insurance coverage Financial Security: Short and long-term disability plans, along with a 401(k) retirement plan Time Off Support: Flexible time off program, paid holidays, sick leave, and parental leave benefits Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Цепь поставок Отрасли Технологии, информационные средства и Интернет