Customer Experience Manager / Responsable de l'expérience client

August 31

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Earth Rated

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Making life with dogs simpler, and better. We're a Certified B Corporation offering high-quality Poop Bags and Dog Wipes

Pet Products and Dog Waste Bags

51 - 200

Description

• Monitor and oversee the daily functions of the customer service department • Regularly identify and implement opportunities to improve the efficiency of operations • Create customer satisfaction targets and mobilize the team to achieve a consistent level of satisfaction • Monitor e-commerce reviews and ensure timely responses • Analyse statistics and compile accurate reports • Maintain accurate records and files of documentation • Develop service procedures, policies, and standards • Collaborate with our innovation team for all new product launches • Collaborate with marketing and social teams to create thoughtfully unexpected experiences for our customers • Mobilize the team to meet the organization's expectations for high performance

Requirements

• 5+ years experience in customer service • Minimum of 3 years of management experience • Experience with Amazon & Seller Central (Preferred) • Experience with eCommerce (Preferred) • Experience in CPG (Bonus!)

Benefits

• Health & Dental Insurance funded 100% by Earth Rated • Virtual health care & consulting services through Consult+ • Every-day catered gourmet lunches, snacks, and hot beverages • Company-paid cell phone & plan • Hybrid work model with in-office collaboration days on Tuesdays and Thursdays • An annual bonus plan for all Earth Rated team members • A collaborative work environment • Paid vacation time off including an office closure from December 24 to January 1 inclusively • Access to a massage therapist • 24/7 access to Earth Rated’s very own gym UNLEASHED and daily personal trainers • The ability to bring your dog to work!