Job Description

General Pet Supply


Work Location: NJ - Hamilton
Job Code: 10485


Are you a Customer Service professional with exceptional problem-solving and communication skills? Do you have previous Customer Service lead or supervisory experience? This may be the role for you! Our Customer Experience team is searching for a Customer Experience Manager to work in our Pet Distribution Office. In this role you will be responsible for managing and providing inside support for orders in adherence to quality standards, deadlines, and proper procedures. The successful candidate will be expected to provide exceptional customer service by answering phones and handling customer service items, order status, inventory issues in relation to orders, managing customer expectations, and reviewing customer non-compliance issues. You will also work within the company and customer systems to follow thru for successful order processing and will be a centralized contact for customer relationship communication for inside support demands. This exciting opportunity is located in our Hamilton, NJ office.

MEASURES OF SUCCESS

• Professionally manage direct reports to achieve business objectives
• Manage and assist large volume of inbound and outbound calls to clients
• Effective order management, credit and report processes
• Train, coach and demonstrate customer satisfaction best practices (follow up and notification)
• Track, oversee and guide all customer interactions
• Manage and report team performance utilizing formalized metrics
• Collaborate with other departments to assist in solutions for clients
• Influence and demonstrate a problem-solving approach when resolving challenges
• Efficient time management and meeting all department objectives
• Collaborate in developing continuous improvement plans for respective market
• Develop a high performing team assisting in meeting or exceeding sales objectives provided

IDEAL CANDIDATE ATTRIBUTES

• College education preferred or 3+ years in professional management
• Excellent organizational skills
• Prioritizing tasks and initiatives in a fast-paced environment utilizing problem-solving techniques
• Ability to analyze, present fresh ideas and take the initiative to get things done
• Good written and oral communications skills
• Active listening skills in handling all customer interactions
• Detail-oriented and ability to manage multiple tasks
• Experience with MS Office Suite including Excel, Word, Outlook and PowerPoint
• ERP system experience preferred but not required
• Coachable and willing to participate in self-development

BENEFITS PACKAGE & EMPLOYEE PROGRAMS:

• Comprehensive Medical, Dental, and Vision Insurance
• Free Life and Disability Insurance
• Health and Dependent Care Flexible Spending Accounts
• 401k with 3% company match and annual employer discretionary contribution
• Paid vacation, holidays and sick time
• Employee Assistance Program
• Access to thousands of free online courses
• Discounts on cell phones, movie tickets, gym memberships, and more!
• Education Assistance (both college degrees and professional certifications)
• Referral Program with cash bonus
• Access to on-demand pay

At Central Garden & Pet (NASDAQ: CENT and CENTA), we believe home is at the center of our lives, and our employees are driven by our purpose to nurture happy and healthy homes. Our company is made up of thousands of people across North America, with an emerging footprint across the U.K., Mexico, China and Canada - all dedicated to helping gardens bloom bigger, pets live healthier and communities grow stronger. We are united by our mission to lead the future of the garden and pet industries…one blade of grass and one wagging tail at a time. Visit our website at www.central.com to learn more.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.