CUSTOMER SERVICE CENTER MANAGER

$119,900 - $176,400/Yr

Veritiv - Downey, CA

Full-time - Mid Level

Downey, CA

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Service Center Manager at Veritiv is a hybrid role responsible for leading the operations of a customer experience center. This position focuses on delivering exceptional customer experiences by managing a team of Customer Experience Team Managers and their professionals. The manager will implement strategies to enhance customer satisfaction, loyalty, and brand perception while supporting the overall customer experience strategy of Veritiv.

Responsibilities

• Develop and implement a customer experience strategy aligned with the organization's overall goals and objectives.
• Lead and manage a team of customer experience professionals, including hiring, training, and performance management.
• Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points.
• Identify areas for process improvement within the customer experience center and implement best practices to enhance efficiency.
• Collaborate with other departments to align customer experience initiatives with overall business objectives.
• Develop strategies to engage customers throughout their journey, fostering loyalty and advocacy.
• Define and track key performance indicators (KPIs) related to customer experience and analyze data to drive continuous improvement.
• Stay updated on emerging technologies and trends in customer experience management and leverage technology to enhance the customer experience.
• Develop training programs to equip employees with the skills required to deliver exceptional customer experiences.

Requirements

• 3-5 years of related supervisory/management experience in customer experience or contact center management.
• Strong strategic thinking and ability to develop and execute customer experience strategies.
• Proven experience in a leadership role focused on customer experience or customer service.
• Strong understanding of customer experience strategies, methodologies, and best practices.
• Excellent leadership and people management skills.
• Strong communication and presentation skills, with the ability to influence and collaborate with stakeholders.
• Project management skills and ability to drive cross-functional initiatives.
• Ability to thrive in a fast-paced, dynamic environment.

Nice-to-haves

• Bachelor's Degree preferred.

Benefits

• Engaging and inclusive culture with employee-led Employee Resource Groups.
• Extensive training opportunities and professional development programs.
• Collaborative atmosphere with customers and suppliers.
• Healthcare benefits and 401k with match starting from the date of hire.
• Paid time off and parental bonding time.
• Tuition reimbursement and annual Profit-Sharing Program.