Customer Experience Supervisor - Backoffice Support

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

This role is responsible for collaborating with team members to enhance overall customer satisfaction. Duties include overseeing the Backoffice Support and front line CSRs, improving the end-to-end customer experience, supporting representatives with guidance and training, and ensuring exceptional service at every touchpoint.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• Develop and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
• Lead and manage a team of Backoffice Support Specialists, providing guidance, training, and support to ensure accurate and timely order entry, returns processing, and customer service delivery.
• Leading and supporting frontline reps with customer inquiries, escalations, and duties as assigned.
• Oversee resolution of sync errors and ensure orders are entered and corrected accurately in Dynamics 365 (D365).
• Oversee open order management, including backorder updates, return management, and return follow-up.
• Serve as an escalation point for backoffice tasks and system issues.
• Identify training needs and process improvement opportunities.
• Monitor and evaluate customer and order interactions to identify areas of improvement and implement necessary changes.
• Collaborate with cross-functional teams to resolve customer and order issues and provide seamless customer experiences.
• Develop and maintain order entry, returns, and customer service standards, policies, and procedures.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans when needed.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule, while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• Bachelor's degree in Business Administration, Marketing, or a related field preferred; equivalent combination of education and experience considered.
• Minimum of 3 years of relevant experience in operations support, back-office support, customer service, or supervising teams in a customer-facing environment.
• Experience with ERP systems, such as Dynamics 365 (D365), JDE, and Salesforce; highly proficient in Excel.
• Strong aptitude for navigating CRM, order management, and e-commerce platforms (e.g., Adobe Commerce), customer service software tools, and phone systems.
• Experience in interior design, custom home building products, luxury home furnishings, and/or lighting industry, a plus.
• Exceptional verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to analyze data and generate meaningful insights.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Exceptional organizational and time management skills, with a strong attention to detail.
• Ability to prioritize and handle multiple tasks and changing priorities.
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation.
• Demonstrate exceptional communication across all contact channels, including email, chat, and phone.
• Available to work a flexible schedule including weekends, early mornings, late evenings.

Compensation Range: $66,000 - $70,000

Compensation is based on individual factors, including skill set, relevant experience, and work location

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