Reporting to the Director of Customer Operations, this position is responsible for managing the day-to-day operations of the Wholesale Customer Operations team. With a customer service mindset, you will work closely with the customer service team and other functional areas within the company to continually innovate and improve the service strategy in alignment with the changing needs of business and customers. Assist the Director, Customer Operations in developing strategies, plans and operational guidelines to support and enhance the customer experience. Creates processes and tactical plans to achieve overall business objectives.

RESPONSIBILITIES

· Foster a customer-focused culture

· Develop proactive, modern strategies to improve upon the customer experience, engagement and service

· Build a strong leadership team that cultivates excellence by continually challenging current methods, taking risks to improve results, and creating a fully engaged, cohesive and service oriented customer service team

· Leadership in continuous improvement of processes to enhance current operations and set up team to deliver growth

· Analyze trends in key performance areas within customer service teams - ensure quality service and delivery standards are being met

· Analyze and establish operational processes and escalation procedures

· Build relationships and work cross-functionally to ensure our Retail Partners are heard and serviced with Best in Class results

· Maintain current knowledge on industry trends and best-practices

· Develop staffing plans and department budgets

· Determines customer service center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards.

· Develop and execute training programs to ensure the team fully understands the customer needs.

· Directs and supports the customer service center in the attainment of key performance indicators metrics such as order entry accuracy, ship date, relationships with Sales team and Retail partners.

· Provides counseling and guidance for Customer Operations Reps

· Tracks and analyzes Customer service center performance versus service goals/metrics; issue regular reports to senior management and business unit customers of performance versus goals and recommended actions.

· Ensures compliance with standard practices and processes in the customer service center; in addition is responsible for implementing best operations practices and process improvement.

· Serves as a liaison between senior leadership and the customer service centers to cascade organizational strategies and goals to the customer service center. Builds a team environment through regular contact, trainings, communication, and meetings with staff and team.

MUST REQUIREMENTS:

· Bachelor’s Degree

· 5-Years experience managing a customer service team

· Experience with Microsoft D365 and Shopify

· Strong interpersonal, writing and problem solving skills

· Self-motivated and capable of maintaining high standards while working independently.

· Excellent analytical skills with a strong attention to detail and exceptional planning and organizational skills.

· Excellent excel skills

· Effective oral and written communication skills and excellent interpersonal skills.

· Ability to lead and coach multiple teams and handle multiple issues simultaneously.

· Requires experience working under strict deadlines and willingness to work beyond normal work hours in order to meet closing, reporting & project deadlines.

· Promotes and Fosters teamwork and instill high employee morale and ensures cross training between inside sales and customer service