Customer Service Manager Santa Monica fashion-forward apparel company is looking for a Customer Service Manager to responsible for the day-to-day operations of the customer service department, ensuring customer needs are met in a timely and professional manner, and defining and executing the customer service strategies for the company. Key Responsibilities: • Supervise customer service department. • Perform functions of supervised positions as needed in department. • Develop, aggregate and distribute customer service related reports. • Assist in development of Customer Service policies and procedures. • Monitor and enforce adherence to Customer Service policies and procedures as well as company-wide policies and procedures in the Customer Service Department. • Manage Customer Service relationships with outside sales representatives. • Communicate consistently with other internal departments to promote transparency of 1) company issues and initiatives to Customer Service Department and 2) Customer Service issues to other departments. • Resolve escalated Customer Service issues, assessing validity of complaints and determining possible causes. • Assist in the development of Customer Service training programs and manage the training of new Customer Service employees. • Refer unresolved customer grievances to designated departments for further investigation. • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. • Lead weekly department meetings. • Collaborate with Controller, Warehouse Manager, Inventory Planner, and Production Coordinator for issues involving production, shipments, inventory, planning, and warehousing. • Collaborate with VP Sales for issues regarding sales representatives and general sales issues. • Manage seasonal release of products. • Supervise release of pick tickets to warehouse. • Coordinate with Credit/Collections Manager on credit holds and releases. • Manage inbound and outbound EDI transactions as well as other proprietary data transfers relating to customer service. • Participate in annual physical inventory count, and make callouts for cycle counts as needed. • Review reporting and system data to find potential issues. • Monitor updates to customers vendor guidelines and implement required process modifications. Required Skills and Experience: • Education: Bachelors Degree required. • Experience: 10 plus years in customer service, 4 plus years in manager role. • Computer Skills: Microsoft Excel and Word, general computer ability will be utilized in use of ERP system, e-mail, etc. Benefits: • Competitive salary • Great benefits (medical, dental, vision, life and 401(k) with match) • 9 paid holidays per year • PTO eligibility after 90 days • Casual & friendly atmosphere • The opportunity to advance within a fast growing organization Email resume to: koirecruiter@koihappiness
Posted on: Wed, 21 Jan 2015 00:25:55 +0000
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