Customer Service Manager
Location: Los Angeles, CA
A leader in the world of fashion-forward Athletic Wear for men and women alike. Their headquarters are designed to run in the most eco-friendly fashion and inspire an active and healthy approach to corporate culture today. Communal yoga classes, a relaxation garden and private indoor workout facility create both a clear mind and a creative environment.
The Customer Service Manager position is responsible for supervising and coordinating the overall activities of a B2B and B2C customer service team. This individual is responsible for the coaching and development of the customer service team for continuous improvement in their overall performance. Accountable for adhering to and promoting company core values by performing duties in a manner that is consistent with being a team leader and driving customer service principles while supporting the continued growth of the company.
If you are someone with strong customer service experience, a history of leading key strategic initiatives, in depth experience with sales and operations planning, and a track record of developing teams, this role may be a great fit. This position will be the lead on implementing strategic initiatives related to all aspects of customer service, order management, inventory management, and customer returns. You will provide direction and leadership to team leads focused on driving the business forward and meeting customer needs.
The right individual for this leadership position must have a demonstrated track record of developing and managing teams. A strong sense of urgency and customer centric mindset while having strong initiative, flexibility, demonstrated results, and ability to build strong organizational relationships are critical success factors. This individual must be able to work cross-functionally, develop consensus, and focus on multiple priorities simultaneously. This individual will interface across all levels of management, and communicate the organization’s objectives and goals with the team leads to ensure continuous improvement in their overall team’s performance.
Essential Duties & Responsibilities:
•The Customer Service Manager is responsible for owning and driving a Best in Class customer experience
•Provide leadership, coaching, development, and motivation for the customer service team
•Manages Customer Support teams of 20+ individuals as well as develop teams internally to align with their rapidly growing customer base
•Disseminate information and outcomes to ensure the impacted teams understand the operations objectives, goals and expectations
•Serves as an interdepartmental liaison between customer service, warehouse, sales, accounting and purchasing in order to resolve customer related issues while enhancing organizational efficiency
•Oversees customer service related activities, timelines, priorities, and must ensure world class customer service experience while maximizing efficiency
•Provide appropriate escalation and alerts impacting order fulfillment & shipments
•Communicates and ensures uniformity in standard operating procedures (SOP’s), developing best practices, and guidelines are being followed consistently within the customer service function
•Improve customer experience related to development of tools and processes
•Develop strategies and techniques to achieve targets (e.g. shipping, inventory, etc.)
•Lead initiatives that impact the organization such as metrics development, goal setting, forecast accuracy, order processing, customer satisfaction, and hold team accountable
•Identify opportunities to improve processes and automate where possible
•5+ years in customer service/call center/operations management related roles
•Proven success developing, training teams, and building relationships
•Knowledge and experience in leading process improvement initiatives
•Experience implementing and managing KPI’s associated with customer fulfillment and demand variances
•Understands and implements a culture which increases productivity while managing capacity
•Experience with an ERP system required (FDM4 preferred or ability to learn ERP systems)
•Strong written and verbal communication skills
•Proficient in MS Office applications (Excel, Word, PowerPoint, Visio)
•Preferred experience and passion for the fashion and retail industry
•Demonstrated analytical, consensus-building, leadership and problem-solving skills
•Ability to multi-task and prioritize projects in a very fast paced environment
•Excellent follow up and customer service skills
•Share our vision to build and maintain an environment that ensures World Class Customer experience while maintaining a positive, energetic, and mindful work environment
All Candidates must be able to provide work related references.
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