Director of Wholesale & eCommerce Customer Service
The Relationship Marketing Factory - Cleveland, OH

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Fast growing, well known apparel, company, dealing with Wholesale and ecommerce customers, with Headquarter locations based in New York City and satellite offices based in Lakewood, Ohio

Base Salary, with bonus eligibility
Benefits – Healthcare, Vacation/Sick/Holidays, Pension, 401k

Job Description:
Seeking an experienced customer service professional who can help a rapidly growing brand, build a first class, in-house customer centric, service operation. This position will be required to support both our Wholesale customers and our ecommerce customer base.

  • This individual must possess a positive, friendly attitude with a genuine desire to help others. In this role, this candidate will help set the strategic direction of the organization’s service methodology and must be knowledgeable and have experience with leading-edge service tools, tactics & and best-in-class practices of delivering exceptional customer service.
  • The role will have personnel and management responsibilities across our Wholesale and ecommerce divisions. The ecommerce role will work closely with the Marketing Director to help facilitate and lead customer service best practices, setting policy and procedures, understanding all of the online strategies to carry through to the end consumer and managing a team to grow and report on major growing ecommerce channel. The need to continually drive and optimize the ecommerce customer experience is critical and this individual needs to be able to help derive insights and ideas to better understand barriers to customer loyalty, and developing brand advocates!
  • Individual must have experience with cross channel reporting on Phone, email and web-chat volume.
  • Must be able to present, communicate and report top level analytics to Executive management.
  • Must have a “growing” state of mind to expand the customer service channel to support the growth of the business. (Extended hours, delivering against robust growth goals, recruiting top level talent and leading the department as a company to watch with ecommerce customer service best practices.)
  • Must have experience managing a virtual team
  • Must also have a balance and knowledge of managing both business & consumer apparel customers and internal staff supporting those customers
  • Knowledge of fulfillment services and vendor management required

Key Responsibilities:

  • Leadership & Management

o Providing daily staff management & oversight
o Define, creation & deployment of divisions service strategy & operating methodology
o Building operating processes & protocols and overseeing the execution with customers
o Work closely w/sales, distribution, production and external customers to field questions regarding order status, product quality, and corporate product initiatives
o Build business cases for organizational improvements, (as necessary) to present to Executive Management

  • HR & Administration

o Interview, hire, & on-board new Customer Service Representatives, as necessary
o Provide initial and ongoing staff training & continuing education on customer service excellence
o Build staff rewards and incentive programs to recognize the delivery of service excellence
o Conducting bi- annual and annual performance evaluations
o Review staff progress & achievements through quality monitoring and daily oversight
o Terminate & exit staff, as warranted

  • Customer Service Support

o Provide courteous and professional customer service while communicating our Corporate & brand philosophy to our customers
o Provide customer service support to internal sales reps such as answering or returning calls and/or emails, from customers and electronic data input (EDI) and processing orders, as needed
o Understand call center operations and how to improve and optimize customer service agent and business performance

  • Service Delivery

o Determining daily operating service levels and managing team to meet those metrics
o Provide daily operating direction to customer service team regarding proper execution of operational procedures, order processing and customer responses for all order types.
o Ability to handle daily challenges such as order discrepancy, missing/late product, resolving customer inquiries, research for customer, charge back research and shipping information
o Ability to manage and ensure proper execution of product allocation.

  • Fulfillment Vendor Management

o Communicates closely with warehouse managers to resolve problems and issues
o Provide daily oversight and manage according to negotiated terms & conditions of vendor contract
o Conduct Weekly/Monthly management meetings to optimize vendor performance, as it relates to customer experience and business impacts

  • Business Performance Measurement

o Provide Executive Management with daily, weekly & monthly business reports on; Financial performance, customer complaints/issues/communications types, personnel performance, inventory updates, vendor performance, return reports, and others; as required
o Engage in quarterly business reviews with Executive Management to present issues, insights and solutions for improvements, as it relates to improving performance of the team and/or relationships with customers
o Continually evaluate department process and procedures and suggest methods to improve & optimize efficiencies

Skill Set Requirements:

  • Minimum 15 years customer service experience with retailers
  • Intimates and Apparel experience mandatory
  • Experience & understanding of inventory management
  • Ability to manage 3rd party vendor(s) (fulfillment)
  • Electronic Data Input (EDI) experience
  • Call Center background necessary
  • Customer Service systems & technology knowledge necessary
  • Advanced capabilities developing excel spreadsheets (knowledge of Excel Basics a must, Excel Advanced preferred)
  • Advanced working knowledge of Microsoft Office suite & Outlook
  • Current experience with staff management & training
  • Strong team player with ability to lead and motivate others
  • Strong decision making ability
  • Strong desire and ability to serve customers and resolve problems
  • Excellent organizational skills
  • Strong written and verbal communication skills
  • Ability to effectively present to Executive management
  • Professional, mature and eager to help the company grow
  • Highly motivated self starter & ability to take charge and manage up to the Executive team
  • College Degree Required
  • Willingness to travel (as required)

About this company
Customer Service Consulting Firm