Job Description
Who We Are
Banknote World, which is a leading eCommerce reseller of collectibles banknotes and coins at Stanton, California, is seeking A CUSTOMER SERVICE MANAGER to manage the day-to-day Customer Service Team and lead initiatives to scale the business.
What You Will Do
- Manage day-to-day operations for the customer service team in the USA and Philippines
- Inspire and lead a customer service team to deliver Best in Class service and facilitate organic growth
- Maintain an expert understanding of Banknote World products, services, and operations to better understand the needs of the customer and the needs of the company
- Take ownership of customer issues and follow problems through to resolution
- Lead and act as a point of contact for escalated complex customer questions
- Keep accurate records and document customer service actions and discussions
- Solve and respond to customer inquiries and issues in a timely manner via email, phone, and social media platforms
- Manage the performance of the team to meet/exceed goals
- Effectively communicate with all levels, creating and adhering to an open-door policy of communication
- Ensure that work is performed according to standards, policies, procedures, processes set forth by the company
- Create and ensure a positive, efficient, safe work environment
- Consistently work to support and grow the company's' culture
- Mentor direct reports in business process operations, data analysis, and staff management
- Lead teams through change and embrace continuous improvement
- Recruit, screen and select talent at Associate and Team Lead levels
What You Will Need
- This position requires a minimum of 1-year working experience in an eCommerce customer fulfillment center
- This position requires a minimum of 1-year working managing a Customer Service team of 5 or more
- Working knowledge of customer service software, databases, and tools
- Excellent listening and problem-solving skills with an ability to communicate clearly and confidently by phone and in writing
- Experience in growing, retaining, and scaling teams
- Excellent organizational and delivery execution skills
- A self-starter with a sense of urgency, proven results orientation, and an affinity for consistently producing high-quality work
- Equivalent to graduation from a four-year college or university in business, industrial engineering,or a relevant field will be given due consideration
What You Will Get
- Competitive pay based on Experience and Performance
- Well stocked fridge, healthy snacks, and drinks
- Ability to innovate and make an impact with your ideas in real-time
- A fast-tracked path to growth based on what you put into the role and your passion for learning in the company
- Opportunities for Promotions/Advancements
- 401K Retirement Program
- Medical, Dental, and Vision Benefits
How to Apply
Applicants should submit a cover letter and resume describing qualifications via electronic e- mail to {ABEYDOUN@BANKNOTEWORLD.COM}. Applicants are encouraged to mention “FULL CHARGE BOOKKEEPER” in the Email subject line. The position is available immediately for 40 hours per week.
Banknote World is committed to affirmative action, equal opportunity, and the diversity of its workforce.
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