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Manager - Customer Service

Company: Shoes for Crews, LLC
Location: Boca Raton
Posted on: June 12, 2021

Job Description:

The Manager, Customer Service will lead the team responsible for providing support to the Sales organization and our corporate customer. The successful candidate will drive a team of customer obsessed service providers who act as the liaison between the Sales team and their customers, and internal Shoes For Crews teams including Call Center, Sales Support, IT, Accounts Receivables, Billing and Marketing. This team processes new orders, refunds/exchanges and trouble ticketing within our internal systems, manages shipping resolutions and web support. This role may provide reporting analytics and other support to customers and internal cross functional teams. The candidate will own daily workload strategies, account support, ensuring all program requirements are timely met, customer satisfaction is exceeded and always at the forefront, and any new projects or program enhancements are successfully developed, implemented, and launched.

Key Responsibilities and Accountabilities:

Leadership

  • Identify top quality talent. Hire, train, develop and manage a team of individuals in varying levels of responsibility.
  • Build strong teams with passion, through training, support, and mentorship.
  • Foster strong relationships within the team as well as cross functional business partners and their teams
  • Champion a proactive, customer obsessed mindset while cultivating a work environment that supports and values a high degree of professionalism, enthusiasm, and teamwork.
  • Lead the initiative to drive employee engagement and morale as we work remotely for the foreseeable future.

Essential Functions

  • Determine the strategic direction of the Customer Service team to ensure efficient and effective operations of all processes, procedures and programs.
  • Demonstrate a constant passion and advocacy for the customer.
  • Develop KPIs for organization and team and set department challenges based on defined goals.
  • Mentor, support, coach and develop all direct reports, while also holding them accountable for performance against stated goals
  • Learn all intercompany systems and processes, and understand challenges faced by the team and organization.
  • Action oriented: be proactive in problem solving, developing ideas and solutions to streamline workflows, processes and cross-functional efforts.
  • Continually challenge the status quo to identify opportunities to enhance performance to fuel an exceptional customer experience and customer-centric culture.
  • Communicate effectively and regularly with all levels of the organization.
  • Establish and enhance corporate operational processes. Develop training materials and execute program demonstrations and training for internal stakeholders.
  • Host weekly structured and meaningful one on ones with each direct report
  • Host daily/weekly structured and meaningful team huddles / meetings to foster open communication amongst direct reports, share process updates, celebrate successes, and address concerns.
  • Perform job shadow regularly, understand what your direct reports do and where time is spent.
  • Develop and manage third party vendor relationships, such as Salesforce, Ingram Micro, Purolator and Convey.
  • Create a work environment that supports and values a high degree of professionalism, enthusiasm, and teamwork.

Skills and Qualifications:

  • Proven leader with 10+ years experience in a management position with 5+ direct reports
  • 5+ years, performance management, customer care and support experience
  • High level of urgency, drive for results, organization, and attention to detail, along with ability to multi-task in a fast-paced environment
  • Flexibility in the face of changing priorities and demanding clients
  • Demonstrates proactivity and expertise in developing and utilizing key metrics to evaluate and recommend best practices for customer service.
  • Commitment to achieving personal growth and success in
  • Superior communication, coaching, mentoring, leadership, and interpersonal skills
  • Professional and accurate written and verbal communication skills
  • Demonstrated organizational and project management
  • 2+ years experience with Salesforce, Zendesk or similar workflow management software a plus
  • Advanced experience with standard MS Office (Word, Outlook, and Excel) with significant emphasis on Excel
  • Bachelor's degree in business

Keywords: Shoes for Crews, LLC, Boca Raton , Manager - Customer Service, Other , Boca Raton, Florida

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