Job Description
Star Ship Express seeks a dedicated and dynamic Customer Experience Manager to lead our team and drive business growth. The ideal candidate will have a passion for delivering exceptional customer service, strong leadership skills, and a proven track record of mentoring and developing teams. If you are enthusiastic about creating a positive and engaging work environment, growing a world-class organization from the ground up, and driving business success, we want to hear from you.
Minimum Requirements:
- Must have at least 5 years of recent, continuous experience in the professional retail packing, shipping, printing, and mailbox renting industry.
- Prior U.S. military staff-level experience is a significant plus
- Prior Chick-fil-A® manager experience a plus
- Prior UPS Store, FedEx Office, DHL, USPS, or independent ownership of a professional retail packing, shipping, printing, and mailbox renting business is a plus.
- Must be proficient in administrating, using, and maintaining PostalMate (preferred), ShipRite, or equivalent parcel management applications.
- Must work a flexible schedule managing store operations (Mon-Fri: 7:00am-7:00pm; Sat: 9:00am-7:00pm), and on-call as needed.
- Must have at least 5 years of experience recruiting, interviewing, and hiring qualified Customer Experience Associates.
- Must Have at least 5 years of proven experience in leading, mentoring, and training a team of Customer Experience Associates with direct responsibility for the team's world-class customer service delivery.
- Must have at least 5 years of experience building and sustaining a company culture with measurable results.
- Must have a valid Texas Driver's License and reliable transportation.
- Must be a citizen of the United States. Must be eligible to work in the United States without requiring sponsorship or a work visa.
Qualifications:
- Minimum of a Bachelor’s degree in Business Administration, Management, or a related field preferred.
- Proven experience in leadership roles with increasing responsibilities within a customer service or retail environment.
- Excellent interpersonal, communication, and problem-solving skills, both written and verbal. Strong organizational and multitasking abilities.
- Possess strong working knowledge of standard business accounting.
- QuickBooks knowledge and proficiency are a major plus.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and familiarity with Internet applications.
- Ability to stand for extended periods and lift 50-75+ pounds as needed.
Key Responsibilities
Leadership and Team Development:
- Foster a positive, inclusive work environment that encourages collaboration and professional growth.
- Conduct regular team meetings and performance reviews to provide feedback, set goals, and recognize achievements.
- Develop and implement training programs to enhance team skills and knowledge.
- Set clear performance expectations and establish measurable goals for the team to drive accountability and success.
- Identify high-potential team members and create individualized development plans to support their career growth.
- Promote a culture of continuous improvement by encouraging team members to share ideas and suggestions for enhancing customer experience.
- Resolve conflicts and manage team dynamics to maintain a harmonious and productive work environment.
- Lead by example, demonstrating exceptional customer service and work ethic in all interactions and responsibilities.
- Stay updated on industry trends and best practices in leadership and team development to improve management strategies' effectiveness continuously.
Customer Experience:
- Ensure every customer interaction is positive and exceeds expectations.
- Handle customer inquiries, concerns, and complaints with professionalism and efficiency.
- Monitor and improve customer satisfaction metrics through continuous feedback and improvement processes.
- Develop and implement customer loyalty programs to enhance repeat business and long-term relationships.
- Stay informed about the latest customer service trends and best practices to improve the customer experience continually.
Operational Excellence:
- Oversee daily operations to ensure the store is running efficiently and effectively.
- Manage the day-to-day operations of the retail shipping location. Implement and maintain standard operating procedures (SOPs) to ensure consistency and quality of service.
- Manage inventory, including ordering supplies and maintaining optimal stock levels.
- Manage the productivity and world-class customer service delivery of the team.
- Requires an outgoing personality, exceptional customer service skills, and the ability to manage a team for peak performance in a retail service environment.
Business Growth:
- Develop and execute strategies to drive sales and business growth.
- Analyze financial reports and identify opportunities to improve profitability.
- Build and nurture relationships with key customers and business partners to promote Star Ship Express services.
- Stay updated on industry trends and the competitive landscape to keep the business competitive.
- Monitor cost control and expenses and provide daily, weekly, and monthly reports to the business owner or designee.
- Provide inputs to the Sales and Marketing departments as needed.
Administrative Duties:
- Manage scheduling, payroll, and other administrative tasks to ensure smooth operation.
- Ensure compliance with company policies, procedures, and safety regulations.
- Prepare and submit regular reports on store performance and customer satisfaction.
- Oversee the maintenance and upkeep of store facilities and equipment to ensure a safe and welcoming environment.
- Maintain accurate inventory, sales, and customer interaction records for internal tracking and external audits.
- Coordinate and manage vendor relationships for supplies and services to support store operations. Implement and monitor budgetary controls to manage expenses and optimize resource allocation.
- Develop and enforce security protocols to protect the store's physical, digital, intellectual property, and proprietary assets.
- Facilitate internal communication and information dissemination to keep the team informed and aligned with company goals and updates.
- Conduct regular audits to ensure financial and operational integrity, promptly identifying and addressing discrepancies.
Join Star Ship Express, a team that values innovation, collaboration, and exceptional customer service. Apply today to start your journey with us!
Job Type: Full-time
Pay: $48,700.00 - $59,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Rotating weekends
Experience:
- Customer service: 5 years (Required)
Ability to Commute:
- Grand Prairie, TX (Required)
Ability to Relocate:
- Grand Prairie, TX: Relocate before starting work (Required)
Work Location: In person