Customer Service Manager

Published date Posted on Indeed on Oct 19, 2021 (51 d ago)

About The Last Line:

The Last Line is a fine jewelry line founded by husband and wife duo Teddy and Shelley Sanders. Their line was created to give real-life people—from the classic everyday girl to the ultimate collector—the jewelry pieces they always wanted and could never find.

About the Role:

The Customer Service Manager ensures that a company's customers are satisfied. The goal is to provide superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals. This role is critical to the success of the team and ensuring customers have a positive experience.

The Customer Service Manager is expected to take on the following essential roles and responsibilities:

  • Manage the customer service team to improve customer service experience, create engaged customers and facilitate organic growth.

  • Take ownership of customers' issues and follow problems through to resolution.

  • Set a clear mission and deploy strategies focused on that mission.

  • Develop service procedures, policies, and standards.

  • Keep accurate records and document customer service actions and discussions.

  • Analyze statistics and compile accurate reports.

  • Recruit, train and develop customer service associates and nurture an environment where they can excel through encouragement and empowerment.

  • Keep ahead of industry developments and apply best practices to areas of improvement.

  • Reply promptly to all inquiries across all platforms.

  • Strong and clear communication channels with all departments to streamline customer service.

  • Able to multi-task on a wide variety of projects with scaled deadlines.

  • Maintain an orderly workflow according to priorities.

  • Performs other related duties as assigned.

Position Type: Exempt

Position compensation: $70,000.00 - $80,000.00 annual salary, less payroll deductions and withholdings, additional performance-based compensation available

Position Location: Anywhere in the United States, but must be willing to do 6 weeks of consecutive on-site training in Beverly Hills, CA at hire.

Reports to: COO

Manages: No one at the start, but will hire up to two Customer Services Associate

Duties are performed independently and involve planning, attention to detail, initiative, and follow-through. Work is performed without close review and involves knowledge of the organization, its interests, employees and customers, and the exercise of frequent independent judgment in making administrative decisions.

Education Requirements:

  • BS degree in Business Administration or related field.

  • Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager.

  • Experience in providing customer service support.

  • Excellent knowledge of management methods and techniques.

  • Ability to accurately track inventory and create reports.

  • Working knowledge of customer service software, databases, and tools.

  • Ability to think strategically and to lead.

  • Strong client-facing and communication skills.

  • Advanced troubleshooting and multi-tasking skills.

  • Customer service orientation.

Skills, Knowledge & Abilities Requirements:

  • Shopify

  • ShipStation

  • Zendesk

  • CMS - Kustomer

  • Email

  • SMS

  • No phones

  • Proficient in Microsoft Office Suite and Adobe Creative Suite.

  • Organized with attention to detail.

  • Knowledge of current archival methods and trends.

  • Excellent verbal and written communication skills.

Physical Requirements:

  • Ability to travel if needed; a valid driver’s license.

  • Prolonged periods sitting at a desk and working on a computer.

  • Must be able to lift up to 15 pounds at times.

Working Conditions:

  • Office environment

How to apply

To apply, please submit your resume by clicking "Apply for this job" below.

Due to the volume of applications we receive, we are unable to respond personally to every applicant. The Last Line carefully reviews each application within one month of application receipt. If you do not hear from us within this time, we encourage you to apply again for another position in the future and thank you for your interest in The Last Line.

The Last Line is an equal opportunity employer and does not discriminate on the basis of age, disability, sex, gender identification, sexual orientation, genetic information, national origin, race, religion or any other protected class.

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