At Quicksilver Scientific, we are passionate about health and well-being and are committed to improving the lives of everyone we touch. Quicksilver Scientific is a leading manufacturer of advanced nutritional systems with a focus on detoxification. We specialize in superior liposomal delivery systems and heavy metal testing to support optimal health. Our advanced liposomal supplements are highly absorbable and support the body in the elimination of the broad range of toxins we’re exposed to, helping you restore the full expression of your health.
Our birth right is full wellness and dynamic energy, in a bright state of being. Toxins create disruptions that impair mind and body function. In order to combat this universal toxicity, and to restore a balanced system, Quicksilver Scientific® has pioneered a complete solution:
- Testing That Identifies Your Toxicity Levels
- Protocols That Effectively Detoxify Your Body
- A Pharmacy of Premium Supplements That Help You Reach Optimal Health
Our philosophy is rooted in our desire to give you the tools to maintain lifelong mind and body health....
Quicksilver is a pioneer in the natural health industry. Our mission is to deliver on the promise of natural medicine, delivering products that help individuals achieve mind and body health through nature inspired innovation. Our growth is fueled by individuals who share our passion. Currently, we have an opening for a Customer Experience Manager in our Louisville, CO location.
The Customer Experience Manager will lead initiatives to provide a best-in-class experience for our customers. The role of the CE Manager is to ensure a customer-centric approach that delivers a smooth, unfragmented and consistent experience across all touch points of the customer journey, identifying obstacles and working cross-functionally on solutions. The CE Manager drives this cross-functional collaboration to ensure a successful customer journey. The CE Manager is responsible for collecting and analyzing customer feedback from all channels and ensures insights are shared and acted upon by leadership and functional departments. The CE Manager will support and mentor the CE Lead and CE’s, develop training, actively participate in customer call resolution and be the voice of the customer across the organization. In this dynamic role, the CE Manager will continuously deliver an exemplary customer experience, while implementing the operational requirements, processes, KPI’s, training, and technology that serve to ensure the highest level of satisfaction to our customers.
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Location: Louisville, Colorado corporate office (Hybrid/Remote Schedule)
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Core Responsibilities include:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Consistently seek ways to improve the customer experience by working cross-functionally to improve processes that impact customer satisfaction.
- Monitor every part of the customer journey and consistently present solutions that help remove barriers to purchase and retention.
- Drive performance, creating a customer-centric culture while providing outstanding leadership and accountability.
- Build a strong team and provide them with the tools, training, and skills to be successful in their role and prepare them for advancement.
- Focus on team engagement, employee retention and maintaining high energy and positivity.
- Align with leadership to stay ahead of business growth to ensure team is positioned for success and customer are expectations are exceeded.
- Develop and improve workflows to support seamless customer interactions while driving efficiency in operations by identifying areas for best practice documentation or process changes.
- Ensure customer experience needs are prioritized and actions are taken to deliver measurable value to the business while meeting customer success targets.
- Fine tune SOPs for CE processes to ensure consistency and quality of customer interactions.
- Maintain records of customer interactions and provide details reports regarding returns, exchanges, quality, etc.
- Ensure department compliance with established standard policies and procedures.
- Act as the voice of the customer across the organization
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Travel:
Occasional attendance at conferences as requested.
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Qualifications:
- Bachelor’s Degree in Business Administration, Marketing, Communications or related field
- 5+ years’ experience in customer support/sales leadership role
- Experience leading a customer service team with progressive increase in responsibilities
- Experience using CRM software
- Proficiency in MS Office suite – Must be advanced in Excel
Ideal Candidates have the following traits:
- Experience with WooCommerce, NetSuite, ERP
- Experience in supplement or Health & Wellness industry
- Ability to lead and motivate team members while empowering them to act with autonomy.
- High EQ and empathy for the customer and ability to proactively intuit customer’s needs.
- Highly organized with a focus on execution, problem-solving and improving processes.
- Deep understanding of the full sales cycle - using that knowledge to inform our support and services.
- Excellent written and verbal and interpersonal communication skills.
- Working knowledge of sales/customer service software, databases and tools.
- Comfortable managing complexity and driving results in a fast-paced, evolving environment
- Motivated self-starter with high efficiency work style.
- Ability to problem-solve, think critically, and adapt quickly in a flexible environment.
Quicksilver offers a competitive benefits package including:
Employer paid Medical, Dental and Life insurance, including Short-term and Long-term Disability
401(k) with company matching
Paid Time Off
Paid company holidays
Parental Leave
Fitness Center membership
Generous employee discount program on all QS products
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