Customer Experience Manager

Customer Experience Manager

The Customer Experience Manager is responsible for delivering exceptional customer service, supporting clients through both inbound and outbound calls, and meticulously recording project details while preparing orders for the production team. Guides customers to sales representatives when necessary and conducts follow-up calls on ongoing marketing initiatives. Manages lead tracking and distribution among sales team members.

Responsible for overseeing and directing daily operations to ensure that center team members are equipped with the necessary tools and resources to effectively fulfill their roles. Manages scheduling, work progress, inventory maintenance, and cultivates professional relationships with vendors. Additionally, responsible for preparing and following up on estimates, orders, and customer inquiries via the Point of Sale (POS) system. Additionally, handles general administrative responsibilities.

Essential Duties and Responsibilities

• Provides telephone support and service for clients
• Conducts calls to engage with clients regarding marketing campaigns
• Accurately enters client's project/order into the system
• Tracks and assigns lead to sales team members
• Maintains and updates customer database, orders, projects, and contact information
• Manages lead sources including internal sources and external programs; surveys, marketing campaigns, websites, social media
• Creates informative social media messages, manages posts, updates, and engagement on relevant sites
• Works independently while serving as a support to the team
• Provides general administrative support for the Center
• Manages multiple projects and deadlines
• Proficiently utilize Microsoft Office Suite
• Run reports, interpret and communicate data
• Oversee daily production from initial sale throughout the process to completion
• Provide project management guidance and direction
• Proficiently schedule, utilize calendar(s), workflow, POS
• Create, distribute, communicate scheduling needs, manage the workflow
• Identify challenges, create workable solutions
• Communicate effectively and professionally with clients, customers, and team members on a daily basis
• Create and assist with estimates, orders, and inquiries
• Develop best practices for all areas
• Work with teams, listen to suggestions, and implement when appropriate to improve areas in need
• Create and maintain a professional atmosphere, protect confidentiality
• Responsible for employee morale, creating and encouraging a great place-to-work atmosphere
• Serves as an ambassador of the Company

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with precision and professionalism. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 3-5 years of business-to-business sales support and/or customer service experience
• Proficient in MS Office Suite
• Knowledge of sign industry substrates, media, products
• Excellent time management, project management for multiple projects, deadlines, and orders

Supervisory Responsibilities

• Responsible for the overall direction, coordination, and daily operations of the company and personnel.
• Carries out leadership responsibilities in accordance with company policies, procedures, safety, and applicable laws.
• Responsibilities include supervising; planning; workflow; directing work; assessing performance and performance needs; addressing complaints and resolving problems.

Education and/or Experience

• Knowledge and previous experience serving in a leadership position in a production, sales, and manufacturing, print facility.
• Excellent verbal and written communication skills.
• Ability to project manage, and direct the work of others toward the achievement of goals.
• Prior experience as a Manager in a print or production environment preferred.
• Associate degree or equivalent from a two-year college or technical school; or five or more years related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read, communicate, and comprehend simple and complex instructions, orders, and abstract requests in verbal and written format.
• Ability to professionally write and verbally communicate, effectively present information one-on-one, to a small group, with customers, coworkers, and supervisors.

Mathematical Skills

• Ability to add, subtract, multiply, and divide using whole numbers and common fractions and percentages.
• Ability to compute rate, and percent and review and understand numbers, estimates, P.O.s, receivables, and other data as it pertains to record-keeping, collections, and the profitability of the company.

Reasoning Ability

• Ability to apply common sense understanding to provide written and oral instructions.
• Ability to review situations with multiple variables, identify facts, and solve problems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, sit, walk, use hands, fingers, and wrists including writing, and do daily work on computers and other equipment; reach with hands and arms; talk and hear. The employee is regularly required to sit, kneel, and/or crouch. The employee must regularly lift/move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly exposed to mechanical parts, fumes, toxic chemicals, fluorescent lighting, and a controlled HVAC climate. The noise level in the work environment is usually moderate to loud. Some independent travel may be required.

Compensation $40,000 - $60,000 yearly About Signs by Tomorrow, Salisbury

At Signs by Tomorrow, we are pioneers in the signage industry, transforming ideas into impactful visual solutions. With a legacy of excellence spanning over a decade, we take pride in our commitment to innovation, quality, and customer satisfaction. Our team is a diverse and talented group of professionals who collaborate to deliver cutting-edge designs that leave a lasting impression.

Signs by Tomorrow, Salisbury is a leader in sign production and installation for the Delmarva Peninsula. We offer full-color printing, vehicle graphics, business signs of all types, and much more! We are a close-knit team working in a family-oriented environment.