Pandora
Job Description:
The Customer Experience Supervisor plays a key role in driving continuous improvement and operational efficiency for our Customer Experience team in the NAM cluster. The Supervisor builds, maintains, and monitors standardized reports, and conducts various ad hoc analysis to support effective and efficient operations. They monitor existing reports and proactively build analyses to identify continuous improvement opportunities. The Supervisor summarizes key analytical insights and recommendations for presentation to the Director, Customer Experience and Executive Leadership. The Supervisor is also responsible for leading a team of Customer Experience Representatives that provide support to both Pandora B2C and B2B customers. They will provide day to day support and coaching to the team, while monitoring key performance metrics, identifying process improvements and providing solutions and ideas to ensure customer satisfaction. The Supervisor will also collaborate with Pandora’s third party ecommerce Customer Service provider to ensure that the same level of service is provided to our ecommerce customers.
Job Responsibilities:
- Assist with building monthly contact forecasts based on contact to order ratios, previous contact volume and upcoming promotions
- Monitor reports to ensure accurate data and to identify variances, trends, critical issues, and continuous improvement opportunities
- Proactively build analyses to identify and investigate opportunities for process improvement and increased efficiency
- Quickly and accurately build ad hoc analysis to support key business decisions and operational planning
- Lead a team of Customer Experience Representatives, providing coaching and guidance to ensure the team stays engaged and achieves performance objectives
- Fosters and promotes a collaborative team environment
- Motivate and empower team members to provide consistently high quality customer service experience for each interaction
- Make quick decisions that achieve the right balance between customer satisfaction and upholding the company’s principles and policies
- Monitor phone, email & chat queues with a heavy focus on log in compliance, average speed to answer and response time
- Prioritize customer escalation and personally ensure resolution and satisfaction
- Train employees in new processes and strategies to help with process improvements and initiatives
- Assist Customer Experience Director with more challenging processes and projects
- Collaborate with the IT team to access data and to build and optimize reports
Job Requirements:
- Proficient in WMS and OMS applications
- Bilingual in English and Spanish is a plus
- Salesforce Service Cloud experience preferred
- Bachelor’s Degree in a relevant field of study
- Experienced in mediation and conflict resolution techniques
- Minimum of 3-5 years’ experience in a customer experience and/or logistics & planning role
- Good data entry and typing skills
- Outstanding customer service orientation
- Advanced in Microsoft Office Suite applications
- Strong analytical skills
- Excellent interpersonal and communication skills, with strong ability to problem solve
- Ability to remain poised under pressure
- High attention to detail and accuracy
Job Details:
Company: Pandora
Vacancy Type: Full Time
Job Location: Miami, FL, US
Application Deadline: N/A
