Senior Customer Experience Manager

Boston FAM • Full-time • Pewaukee, WI, US • 2w ago

Brief Description

Are you a motivated, multi-unit leader with a passion to support others in creating the customer experience? Join our Customer Experience Team BostonFam dba Ashley|Furniture&Appliance Mart! We are hiring a Customer Experience (CX) Senior Manager to develop and maintain a high standard of customer service within the Milwaukee region. If you're ready to make a significant impact and elevate the customer experience, we want to hear from you!

At BostonFam dba Ashley|Furniture&Appliance Mart, we take an enterprise approach to ensure we are available at every customer touch point – from point-of-sale to delivery, and beyond. As a Customer Experience (CX) Senior Manager, you will drive results to ensure your team supports the completion of customer orders throughout Wisconsin.

We're committed to providing a supportive and collaborative work environment where our employees can thrive both personally and professionally.

Who we are:

BostonFAM is not your typical retail furniture company. We're a employee-owned business that's committed to helping our customers create amazing rooms. But that's not all we do. We're also passionate about personal and professional development. We believe in empowering our employee-owners to reach their full potential by offering a supportive culture, one-on-one coaching, comprehensive training, and valuable resources. At BostonFAM, we know that when our team members thrive, our business thrives too.

Our success is built on the success of our employee-owners. We're proud to be a family of brands that includes Ashley Furniture, Ashley Outlets, and Furniture & Appliance Mart. But what really sets us apart is our unique company culture. We're not just a place to work - we're a community of individuals who are dedicated to helping each other achieve our dreams and goals.

What we offer:

Personal and Professional Development opportunities
Employee Stock Ownership Plan (ESOP)
Paid-Time Off
Paid birthday holiday
Paid Parental Leave
Educational Reimbursement
Generous product discount
401K retirement plan with company match
Health, Life, Dental, and Vision Insurance
Long, short term disability insurance
Fun company activities - involvement in the community!

What you will be doing each day:

Create an Experience:
Maintain CX Store Operations standard work within assigned multi-unit zone.
Support customers, both internal and external, in-person and over the phone.
Train CX teams to assist sales & operations teams in completing customer orders.
Troubleshoot and provide resolution paths.
Uphold sales contracts including customer, vendor, and lender agreements.
Business Acumen
Develop a retention strategy and create a bench of leaders within the CX team.
Manage key projects to ensure alignment with the organization’s goals and core values of Continuous Improvement, Teamwork, Commitment, Integrity, and Performance.
Apply tools to monitor and analyze performance metrics and identify areas of opportunity to reduce waste and improve processes.

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job.

We are looking for individuals with:

Preferred but not required; 1-3 years customer service in a multi-unit environment.
Ability and the willingness to travel within Milwaukee and the State of Wisconsin.
Ability and the willingness to work over the phone and via Microsoft Teams.
Ability and the willingness to work retail hours, including evenings, weekends, and some holidays.

To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com

BostonFAM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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