Customer Experience Manager

at Melanie Auld Jewelry (view profile)
Location Vancouver, Canada
Date Posted November 22, 2021
Category Ecommerce
Job Type Full-time

Description

We are looking for an experienced Customer Experience Manager to join our Vancouver team! Melanie Auld Jewelry was founded to honour the genuine connections we make with the people and places in our lives. Everyone has a story to tell, and MAJ is a brand that celebrates life’s big and little moments through thoughtful design and meaningful jewelry. If you are looking to commit to a career that presents new challenges, opportunities, and growth, with like-minded, inspirational, and driven individuals, you will feel right at home.

 

Responsibilities:

• Oversee the hiring and training of Melanie Auld’s customer experience team

• Define and implement standard operating procedures for ensuring optimal customer experience

• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service

• Commit to innovation and research in order to discover new techniques necessary for improving customer experience

• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills

• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Warranty & returns – process all assigned customer RMA’s for customer returned and damaged items

• Answer customer service emails

• Compile monthly customer service reports for review

 

You are:

• Able to multi-task and pivot in a fast-paced environment

• A self-starter!

• A problem solver (it’s one of your favourite things to do!)

• Able to perform as part of a larger team and work independently to schedule and prioritize your work

• Able to proactively solicit feedback, ask clarifying questions and resolve issues in a non-confrontational way

 

Requirements:

• Has minimum 1 year experience leading a customer service team

• Please note this is not a remote role

 

Salary:

$50,000 annual salary

 

Benefits:

• Competitive health benefits

• Generous staff discounts

 

If you think you are the perfect for this role, please respond with your resume and cover letter. We can't wait to meet you!

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