Customer Excellence Coordinator

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us. 

Job Title: Customer Excellence Coordinator

Reports to:  Sr. Manager, Customer Excellence

Location:  Remote CO

The Role

• Manage CE SharePoint content, current events, and updates to drive team engagement
• Drive Five9 KPIs by analyzing data and making callouts to CE Leadership on regular cadence
• Own Five9 reporting data maintenance and setup to ensure KPI quality data and accuracy
• Maintain updated team rosters, organizational structures, and onboarding SOPs

• Audit and maintain accurate, relevant training/e-learnings for the department
• Partner with SMEs & Stakeholders to create effective training content where gaps are identified
• Ensure internal alignment on key resources and objectives by communicating timely updates to the team on trainings and facilitating office hours, follow-up
• Support CE Sr. Manager in CE Health Dashboard Metric tracking and continuous improvement initiatives
• Support Customer Survey and Pulse Survey initiatives to improve customer excellence and employee engagement

We celebrate diversity--of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Your Impact

CE Daily Operations

• Provide bi-weekly Five9 and KPI metrics to leadership.
• Manage the Onboarding SOP/Job Change SOP and ensure timely processing for new hires and any changes in roles.
• Maintain the CE Org Chart, Employee Roster, and CE Rep List; update changes promptly.
• Communicate updates to the CE Rep List to key business partners(Sales Ops, CFS, VC, DC, OM Support, EDI Support, and MDM) monthly.
• Add new CE users to Five9 profiles based on their roles and teams.
• Edit or remove Five9 profiles as roles change, confirmed by CE Leadership.
• Set up call routing IVRs and messages for holidays, all hand meetings, and early leaves.
• Ensure role changes are reflected in Tableau and Five9 for accurate data.
• Serve as a subject matter expert for Five9 reporting and data troubleshooting.
• Maintain the CE SharePoint with new events, CE/Deckers relevant news, and Share interest area.

CE Training

• Conduct meetings with CE Leadership to identify training gaps and propose action plans based on findings
• Partner with Stakeholders, SMEs & L&D to develop, validate, and deliver new trainings.
• Regular maintenance of trainings/reporting via auditing, team follow-up, and soliciting feedback
• Facilitate communication and office hours to CE team to ensure alignment on all training resources and updates  
• Ensure existing trainings align with current SOPs and practices and update material in timely matter.
• Maintain the Customer Experience SharePoint with updated SOPs and training materials.
• Continued learning through training, research, and self-discovery.

Continuous Improvement

• Support CE Sr. Manager in CE Health Dashboard Metric tracking and continuous improvement initiatives
• Compile Health Dashboard Metrics into standard Presentation Deck for meetings and email communication on a regular cadence and ad hoc requests
• Support Initiatives & CE Sr. Manager OKRs related to Pulse Survey results and actions
• Present findings from Pusle Survey meetings and action recommendations to leadership
• Support the Customer Survey project by compiling contact lists and keeping track of project milestones for deadline completion

Who You Are

• Thrives in a Remote role and enjoys the pace of a dynamic, ever-changing industry 
• Ability to quickly adapt and learn new systems 
• Ability to explain unfamiliar processes or findings to new audiences in a clear and effective way
• Highly motivated team player who values relationships and can effectively drive results 
• Ability to pivot quickly and self-manage multiple priorities at once 
• Levelheaded decision maker who knows when to ask for help 
• Takes timely action and regularly adheres to deadlines and set cadences
• Takes initiative to identify opportunities for improvement and voices new ideas & solutions 
• Resourceful and organized with a keen attention to detail 
• Experience with Microsoft Office, particularly an in-depth knowledge of Microsoft Excel with experience with Pivot Tables as well as VLOOKUP/XLOOKUP and IF formulas 
• Demonstrates professional and thoughtful communication in all mediums 
• Demonstrates empathy and can appropriately provide the support needed based on the level of knowledge/skill a person has in that area 
• Passion for continuous learning and commitment to improving personal knowledge and skills

We’d love to hear from people with

• Minimum 1-2 years of a customer-facing role, with superior verbal and written communication skills
• Experience working independently and with minimal oversight in a decision-making capacity
• Preferred experience as a Deckers Brands Wholesale Key Account Representative or equivalent

What We'll Give You –

• Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
• Financial Planning and wellbeing - No matter what financial goals our employees have set, we want to help them get there. Our plans provide powerful ways to protect income, pay for expenses and invest in the future.
• Time away from work - Sometimes we need time away to be with family, focus on our health or just simply recharge. Our plans support our employees’ needs to get out, get healthy and come back stronger than ever.
• Extras, discounts and perks - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development.
• Health and Wellness - There’s nothing basic about our comprehensive health and wellness programs and offerings. While at work and at play, we aim to support a healthy lifestyle.
   

$24.00-$26.00/hour

The salary range posted reflects the minimum and maximum target for new hire salaries for this role in our Denver, CO location. Individual pay will be determined by location and additional factors, including job related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary for your preferred location during the hiring process.

Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.