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Customer Experience Manager

BRUNT Workwear

BRUNT Workwear

This job is no longer accepting applications

See open jobs at BRUNT Workwear.
Customer Service
Remote
Posted on Wednesday, February 7, 2024

We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs.

The BRUNT team is not only devoted to improving on the old workwear standards, but we’re also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we’re all about getting boots on the ground and building something real with the BRUNT crew.

What You’ll Do:

In this role, you are responsible for directly managing the BRUNT Customer Experience (CX) crew, and ensuring they have the tools, training and support needed to deliver an unparalleled customer experience across all customer channels. Your aim is to empower our crew not to just solve problems, but to build fanatical, lasting relationships with our customers. You are responsible for training, development, and process implementation, in addition to resolving escalated customer complaints.

How You’ll Do It:

Management of Daily CX Operations:

  • Ensure the timely processing of customer orders, refunds, back orders, gift cards and subscriptions, including capturing payment on up-sell orders via Shopify and Netsuite systems.
  • Share timely operations updates with the CX team related to shipping, inventory, backorders, returns and other notables related to the flow of customer orders.
  • Correct and approve team time cards ahead of payroll processing deadlines.
  • Develop a team schedule that aligns with the evolving needs of the business.

Team Leadership:

  • Ensure the team stays within SLA across all channels (phone, email, social), in addition to meeting efficiency thresholds.
  • Respond promptly to team questions and customer escalations.
  • Conduct weekly team meetings that include updates relevant to operations, logistics and customer experience.
  • Conduct bi-weekly 1:1 check-ins that include actionable feedback, and career improvement plans as needed to help all reps not only meet, but exceed department SLAs.
  • Update training documentation as policies/products change or evolve.

Cross-Functional Support:

  • Support Thursday Garage events by greeting customers, processing orders and helping where needed

Driving Continuous Improvement:

  • Work with key stakeholders to define and implement quarterly CX strategies / OKRs
  • Collaborate cross functionally drive operational improvements to everything from purchase to warranty and returns, always using the voice of our customer as a guide
  • Track customer feedback trends and partner with CX Director to share insights with applicable stakeholders

What You Need to Succeed:

  • Bachelor’s degree with 4-6 years of relevant, customer service experience in aD2C business, with mid-early start up or SBM experience preferred
  • Proven ability to drive amazing customer experiences
  • Experience navigating and resolving customer issues with composure and professionalism
  • Strong written and verbal communication skills
  • Technical proficiency managing multiple platforms–Shopify, Netsuite, Loop, Aircall and Gorgias–while working with customers
  • Excellent organizational skills with the ability to multitask and prioritize
  • Highly collaborative
  • Positive attitude and ability to take ownership of tasks
  • Able to travel to BRUNT HQ on a quarterly basis

WHY BRUNT?

At BRUNT, people come first. That’s why we support the whole employee.

This is how we do it:

Financial Wellness

  • Competitive compensation
  • Equity
  • 401k and retirement plan assistance

Health & Wellbeing

  • Dental and Vision 100% covered by BRUNT
  • Comprehensive medical benefits
  • Paid parental leave

Professional Development

  • Clear and transparent performance management process
  • Understanding how you can level up at BRUNT

Culture and Community

  • All-Hands meetings twice a year for the entire team to connect
  • Flexible and collaborative work environment
  • Thursdays social events with co-workers and community members

No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.

We look for individuals who thrive on challenges, will be passionate about our brand, and believe that teamwork is necessary for success. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can’t wait to hear from you!

This job is no longer accepting applications

See open jobs at BRUNT Workwear.