A leading manufacturing company in the residential interiors space is seeking a Customer Experience Supervisor to provide high-quality customer support, manage return requests, support account management with issue resolution, and ensure customer satisfaction.

Salary: $24.00-$28.00/hr
Location: Houston, TX - Onsite
Type: Temp to Hire

Responsibilities:  

• Manage Return Merchandise Authorization process from claim submission to resolution.
• Create, manage, and process replacement orders for returns.
• Identify, generate, and manage freight claims with distribution carriers.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Determine customer requirements and expectations to recommend specific products and solutions.
• Recommend alternate products based on cost, availability, or specifications.
• Accurately process customer transactions including orders, quotes, or returns.
• Provide accurate information regarding availability of in-stock items.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint.
• Identify trends in customer satisfaction or dissatisfaction.
• Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
• Manage bin for packages returned without authorization!
• Notify customers of denied returned merchandise.
• Manage reshipping packages to customers.

• Must have flexible availability, including weekends depending on business needs 
• High School Diploma or GED is required; Bachelor's Degree in a business-related field preferred
• 2+ years' experience in a call center
• Manufacturing/Distribution environment preferred.
• Experience working within a large ERP (SAP or NetSuite preferred)
• CX experience preferred.
• Outstanding customer relations skills
• Ability to prioritize and handle multiple tasks and changing priorities.
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Must demonstrate maturity in judgement, commitment, dependability, punctuality and adherence to agreed-upon schedule as determined by manager
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone