Customer Experience Manager - HUXWRX Safety Co.
il y a 22 jours
Millcreek
Job Description HUXWRX Safety Co. Customer Experience Manager Department: Marketing Reports to: Director of Marketing Location: Millcreek, Utah (In-Office) Employment Type: Full Time Compensation: Competitive salary and performance-based incentives About Us We are a leading manufacturer in the firearms and outdoor industry, known for our commitment to innovation, precision, and customer satisfaction. Serving law enforcement, military, and civilian markets, we pride ourselves on quality craftsmanship and a mission-driven culture. We’re seeking a Customer Experience Manager to ensure seamless communication across all customer touchpoints while aligning support efforts with E-commerce initiatives, product launches, and internal team objectives. Role Overview The Customer Experience Manager will oversee a team of Customer Service Specialists managing inbound calls, emails, texts, RMAs, and customer service platforms. This individual will set KPIs, analyze performance metrics, and deliver reporting to leadership while ensuring operational excellence and a consistent, customer-first approach across all interactions. The role integrates closely with E-commerce, Sales, Marketing and Operations teams to provide a unified customer experience, support Pro Program participants, and ensure the customer-facing team has the tools, training, and knowledge to deliver exceptional service at scale. Key Responsibilities Team Leadership & Daily Operations • Lead, coach, and support the Customer Service Specialists team., • Oversee RMAs, inbound calls, text communications, and support emails., • Establish KPIs, call metrics, and report dashboards to track performance and drive continuous improvement., • Manage the Pro Program, including onboarding, support, and relationship management., • Collaborate with E-commerce and Sales teams to maintain current knowledge of product lines and promotions., • Manage customer support, phone/text and assist with integration of E-commerce platform., • Analyze call data, customer satisfaction scores, and resolution times to identify improvement opportunities., • 5+ years of experience in customer service, customer success, or experience management; 2+ years in a leadership role preferred., • Experience in the shooting sports, hunting, outdoor, or regulated product industry strongly preferred., • Familiarity with NFA and non-NFA regulations and industry-specific terminology., • Proficiency with Gorgias, RingCentral, BigCommerce, and other customer engagement tools., • Strong communication, problem-solving, and organizational skills., • Competitive salary and performance-based incentives., • A collaborative, mission-focused culture built on craftsmanship, innovation, and integrity., • Medical, • Dental, • Vision, • 8 paid Holidays, • Up to 4 weeks of accrued PTO, • Up to 56 hours of sick leave We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. *The Company reserves the right to eliminate or modify any of its benefits at any time, in its sole discretion, with or without notice.