Reusability is on a mission to provide returnable packaging solutions to our customers to improve their bottom line and make a positive impact on our environment. With 20 years of expertise, we're redesigning, reengineering, reimagining, and reinventing how reusable packaging programs are managed for our customers. We pride ourselves on delivering simple, effective solutions that drive savings and sustainability. Reusability creates an organizational culture that is fixated on a positive customer experience by focusing the organization on executing our key work processes and, thereby, growing and solidifying our position in the marketplace. We are looking for like-minded candidates seeking a challenging and rewarding opportunity as we work together to serve that mission.
Our most meaningful asset is our people, and we are dedicated to providing an environment where they can continue to learn, grow, and thrive. Our entrepreneurial spirit is what has allowed us — and will continue to allow us — to grow. The result? Inspired people, innovative solutions, and projects with purpose.
We are a team committed to improving the planet through reusable packaging and elimination of waste from company supply chains. In all we do, our four core values are key to the success of our team:
- Act for the Greater Good
- Be a Problem Solver
- Own the Outcome
- Grow as a Team or Die Trying
Job Description:
We are currently seeking a Customer Experience Manager to join our talented team.
This position is fully remote with 10% travel.
Enhance customer stickiness:
- Establish, maintain and retain customer experience relationships within the RPP accounts, ensuring they are engaged with Reusability's account specific programs
- Work to increase the lifetime value of our customers and improve brand loyalty by offering a high value partnership experience through communication, convivence and relevance.
Establish customer service policies and best practices:
- Partner with internal team members and our third-party provider call center to increase overall quality, improve onboarding and training, and drive process improvements through the department.
- Work collaboratively with the Customer Experience department and across the business, to ensure that customer journey/experience design is the forefront of our approach across all customer touch points.
Create long term customer engagements:
- Responsible for interactions between Reusability and our customers. Addressing concerns and establishing yourself as their point of contact. Continually reviewing and evolving the processes Reusability uses to track, oversee and organize every customer interaction.
- Create meaningful relationships and build trust among customers within each key account through value delivery of order processing, inventory management, delivery/fulfillment, and customer support.
Continuously drive improvements through transformational leadership:
- Maintain, analyze and evaluate SOP’s and organizational KPI’s for inefficiencies driving negative cost and customer service capacity.
- Lead and inspire team members to embrace change, challenge the status quo, and empowers individuals to deliver open, spontaneous and candid communication for the greater good.
Basic Qualifications
- 5 + years' experience
- Experience managing high-profile clientele
- Proficient understanding in growing accounts and problem solving for customer satisfaction improvement
Benefits:
- We offer medical, dental and vision insurance plans with generous company-paid premium coverage
- Fully remote work environment
- Paid holidays, generous PTO, and sick time
- 401K with company match
- Competitive compensation and participation in a company annual incentive plan
- Opportunity for internal career advancement
We’re proud to be a Great Place to Work-Certified™ company!
Reusability is an EEO employer. We encourage qualified minority, female, veteran and disabled candidates to apply and be considered for open positions. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or military status.
