Customer Experience Operations Manager

Description We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Manager. In this role, you’ll be responsible for delivering exceptional service, assisting clients through inbound and outbound calls, and accurately documenting project details. You’ll also help ensure smooth communication between clients, the sales team, and production, while actively supporting marketing initiatives. As the Customer Experience Manager, you’ll lead daily operations, ensuring that team members have the resources and support they need to excel. You’ll manage scheduling, workflow, inventory, and foster professional relationships with vendors, all while maintaining strong customer satisfaction through timely follow-ups and administrative tasks. Company Culture and Environment The workplace promotes a positive and professional atmosphere, valuing teamwork and employee morale. An encouraging environment is fostered for all team members to thrive and collaborate effectively. Career Growth and Development Opportunities This role offers the chance to take on new challenges and develop leadership skills within a dynamic team. Opportunities for professional development and continuous improvement of processes are emphasized. Detailed Benefits and Perks Support for customer satisfaction initiatives Engaging work culture with a focus on team collaboration Opportunities for leadership within a production, sales, or manufacturing environment Compensation and Benefits Salary range: \(40,000 - \)60,000 yearly Competitive benefits package Why you should apply for this position today As a Customer Experience Manager, you will play a vital role in ensuring our customers have a smooth, positive experience from start to finish. This position offers variety, the chance to take on new challenges, and an opportunity to make a tangible impact within the team. If you’re ready to bring your leadership, organizational, and customer service skills to a dynamic team, we’d love to hear from you! Skills 3-5 years of experience in business-to-business sales support and/or customer service Proficiency in Microsoft Office Suite Knowledge of the sign industry and its products (substrates, media, etc.) Excellent time management and project management skills Strong communication skills, both verbal and written Experience in leadership roles within a production, sales, or manufacturing environment is preferred Associate degree or equivalent experience is a plus Responsibilities Provide exceptional customer support through telephone interactions Conduct outreach calls to engage clients on marketing campaigns and updates Accurately record client project/order details into the system Track and assign incoming leads to sales team members, ensuring they are followed up on promptly Maintain and update customer databases, orders, projects, and contact information Manage lead sources including internal referrals and external campaigns (surveys, websites, social media) Create and manage engaging social media posts, updates, and interactions Provide general administrative assistance to the team and ensure the daily flow of work is efficient Manage scheduling, calendars, and workflow for the team to meet deadlines and project requirements Run reports and interpret data to communicate insights clearly and effectively Oversee project management from initial sale through to completion, ensuring quality and timelines are met Identify challenges and create practical solutions to address them Maintain a positive and professional atmosphere, promoting a great workplace culture Foster employee morale and create an encouraging environment for the team Create and assist with estimates, orders, and general customer inquiries Support customer satisfaction initiatives and project management Qualifications 3-5 years of experience in business-to-business sales support and/or customer service Proficiency in Microsoft Office Suite Knowledge of the sign industry and its products (substrates, media, etc.) Excellent time management and project management skills Strong communication skills, both verbal and written Experience in leadership roles within a production, sales, or manufacturing environment is preferred Associate degree or equivalent experience is a plus Education Requirements Associate degree or equivalent experience preferred Education Requirements Credential Category Associate Degree Experience Requirements 3-5 years of relevant experience in customer service and sales support Proven experience in leadership roles within a production, sales, or manufacturing environment is preferred Why work in Salisbury, MD Salisbury offers a welcoming community with a mix of urban and natural environments, providing a balanced lifestyle. The city has a range of recreational opportunities, cultural activities, and a strong sense of community, making it an ideal place for both personal and professional growth.