Customer Experience Manager

PAC Customer Experience Manager

Job Summary

We are looking for a seasoned customer service expert to lead the way in ensuring that each and every Phillip Ashley Chocolates experience is outstanding. This is a new position, so we want someone who is ready to come in and build it into the critical role we need it to be.

Duties and Responsibilities

• Reports directly to Phillip
• Supervises and trains the Customer Experience team
• Works with the Fulfillment Manager to address special orders and lost/late orders
• Works alongside the Customer Experience team in responding to customer calls/messages
• Communicates with contractors for needed graphics/marketing materials for special orders
• Heads up sales, scheduling, and hosting of virtual tastings
• Streamlines current processes and documents SOPs
• Understands the Phillip Ashley brand
• Works to automate as much of the eCommerce customer communication as possible without compromising the brand experience

Requirements and Qualifications

• Outstanding customer service skills
• Ability to remain calm and kind, even with tough customers and situations
• Willingness to go the extra mile to make the customer happy
• Excellent communication skills -- clear and friendly in person, on the phone, and via email/text
• Openness and willingness to learn
• Ability to collaborate and work well with a team
• Previous leadership or management experience
• Hustle -- we get a LOT of orders and talk to a LOT of customers each day, and we need someone who can keep up!

Current Openings for Customer Experience Manager Jobs at Phillip Ashley Chocolates