Our client, based in San Diego, California, is an independent premium sports brand with a focus in performance eyewear, technical apparel and sports protection. Empowering today’s most demanding athletes with the performance technologies and gear they need to compete at the top of a wide variety of sports.
Currently searching for a motivated and experienced Customer Service Manager to lead the customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.
To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
- Supervise day-to-day operations in the customer service department.
- Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
- Create effective customer service procedures, policies and standards.
- Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service, in a timely manner.
- On-board new employees and train them based on your expertise and skill set In tandem with the e-commerce team, create and implement an effective customer loyalty program
- Maintain accurate records and document all customer service activities and discussions.
- Managed the approved budget of the customer service department
- Understand and stay informed about the newest industry tools to maintain the highest level of service
- Enforces company policies and procedures
Requirements
- Bachelor’s degree in Business Administration or relevant field.
- A minimum of 5 years’ proven experience in a customer service position.
- Proficiency in Microsoft Office, Google Suite and customer service software.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Experience in e-commerce customer service
- Familiarity with e-commerce customer service solutions
- Preferably experience in sports industry products
- Shopify, Zendesk and Netsuite experience preferred
Benefits
- Medical and dental insurance
- Life and long-term disability insurance
- 401k
- Paid vacation
- Employee discounts on 100% product
- Casual work attire
- Company loaner bikes