Quicksilver Scientific

A pioneer in the natural health industry

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. We currently have an opening for a team leader who is passionate about creating an exceptional and engaging customer experience that matches the quality of our products. The creator of Quicksilver Scientific, Dr. Christopher Shade, is an industry thought-leader who has been collaborating with and informing health practitioners for more than a decade. Working to uncover the curative power of nature through the practice of modern science, he began his career in sustainability – including organic and biodynamic farming. He furthered his understanding of the role our environment plays in our health through his work with the Rodale Institute. He observed a depleted food system and saw supplements as a necessary addition to a healthy diet. Today, he continues to develop products that boost the power of nature through science, helping people on their journey to optimal health.

The Customer Experience Manager will provide leadership and management to the Customer Experience Team, building a high-performance team to ensure an exceptional customer experience that directly impacts the growth of the company. Core Responsibilities include:

• Help drive performance, creating a customer-centric culture while providing outstanding leadership and accountability.
• Monitor and drive key metrics that ensure the quality of service and overall customer engagement.
• Establish a Customer Experience team training program that encourages the growth of all team members.
• Consistently seek ways to improve the customer experience by designing and implementing improvement initiatives.
• Respond to customer inquiries over phone, email and website interaction and ensure that high standards are upheld by the team.
• Handle customer escalations, ensuring the best possible experience for all customers.
• Set and track sales targets for the team.
• Conduct selling efforts as needed.
• Assist with the preparation of monthly, quarterly and annual sales forecasts.
• Interface with the marketing team to ensure consistency with messaging and increase sales.
• Develop relationships across the entire organization to advocate for the best customer experience.
• As needed/requested by manager, represent QS team at tradeshows and conferences.
• Help develop service procedures, policies and standards.
• Ensure department compliance with established standard policies and procedures.

Qualifications: Bachelor's degree in business, marketing, or related field with experience leading and training a customer service team and proficiency in CRM software and MS Office Suite. Experience with Magento and WooCommerce a plus. Ideal Candidates have the following traits:

• Ability to lead and motivate team members while empowering them to act with autonomy.
• Highly organized with a focus on execution, problem-solving and improving processes.
• Prior experience leading customer support in a fast-paced, evolving market environment.
• Deep understanding of the full sales cycle - using that knowledge to inform our support and services.
• Excellent written and verbal communications skills.
• Working knowledge of sales/customer service software, databases and tools.
• Motivated self-starter with high efficiency work style.
• Ability to think critically and adapt quickly in a flexible environment.

Quicksilver offers a competitive benefits package including: Employer paid Medical, Dental, Vision, and Life insurance; including Short-term and Long-term Disability 401K with company matching Paid vacation and sick time Paid company holidays Fitness Center membership Generous employee discount program

Lafayette, CO

No Deadline Provided

No info provided