Customer Experience Manager

Customer Experience Manager at Vault CPS Customer Experience Manager at Vault CPS in Lyman, South Carolina Posted in about 3 hours ago.

Type:

full-time

Job Description:

Position Summary The Manager, Customer Care is responsible for leading the end-to-end customer experience from pre-sale technical support through post-sale execution. This role oversees customer service operations, order management, issue resolution, onboarding coordination, and account health management to ensure a high-quality and scalable customer experience. The ideal candidate is proactive, customer-focused, operationally minded, and capable of building processes that support company growth while maintaining strong service levels and customer satisfaction. Key Responsibilities

• Lead day-to-day customer care operations, ensuring timely and professional customer support.
• Manage inbound customer service inquiries, order status updates, issue escalation, and resolution management.
• Own customer onboarding processes and ensure seamless transition from sales to operations.
• Monitor and communicate SLA performance metrics internally and externally.
• Develop and maintain customer health monitoring processes in partnership with the Sales team.
• Proactively identify at-risk accounts and coordinate recovery strategies.
• Build scalable workflows, reporting tools, and service procedures to support operational growth.
• Partner cross-functionally with Sales, Operations, Repair, Fulfillment, and Leadership teams to improve customer experience.
• Track customer satisfaction metrics and implement continuous improvement initiatives.
• Assist in developing KPI dashboards and operational reporting standards.
• Support strategic initiatives related to process optimization and operational efficiency. Qualifications
• Bachelor's degree preferred or equivalent experience.
• 5+ years of experience in customer service, account management, operations, or customer success leadership.
• Experience managing escalations and customer relationships in a fast-paced environment.
• Strong organizational and communication skills.
• Ability to build processes and drive operational improvements.
• Proficiency in CRM and ERP systems preferred.
• Strong analytical and problem-solving abilities. Preferred Skills
• Experience in manufacturing, logistics, technology, repair services, or supply chain environments.
• Familiarity with SLA management and customer performance metrics.
• Ability to manage multiple priorities while maintaining a high level of customer service.