 Mail Order/Customer Service Manager
Contract : Full-Time
Job category : Corporate
Location : Lyndhurst, NJ OVERVIEW
Reporting to the Director of eCommerce and Mail Order, the Customer Service Manager is accountable for the daily service to our mail order and web customers. Responsibilities include recruiting, training and managing a team of customer service associates and managing the Company's Corporate Gift business. The customer service manager is responsible for the impact of the customer service associates and will manage the Mail Order and Corporate Gift P&Ls.
KEY SKILLS AND RESPONSIBILITIES:
- Understand the terms and conditions for our customer service policies and ensure they are applied fairly and consistently
- Develop and train customer service associates and establish a professional environment that is conducive to associate growth and accountability
- Oversee the processing of orders, returns, exchanges and credits
- Assist Director in budget planning and creating reasonable sales targets
-Coach and mentor customer service associates to achieve key performance indicators
-Provide product, policy and process instruction to customer service associates
-Effectively communicate the importance of exceptional customer service for all facets of the Company's business to customer service associates
-Understand and report on key performance indicators of the business including orders, call activity, customer service calls, catalog requests, first time customer orders, average order value, and promotion participation
-Develop and manage the customer order tracking process working with warehouse operations
-Field inquiries and sales calls for our Corporate Gift department. Process Corporate Gift orders and coordinate with warehouse operations on the packing and delivery.
-Ensure Retail customer inquiries are properly handled and routed to the appropriate parties
EXPERIENCE
- Bachelors degree
- Minimum of 8 years of experience, four of which must be in a customer service supervisory capacity with two years in a specialty merchandise environment
-Retail management experience a plus
-Demonstrated:
a) Solid leadership skills with the ability to coach and develop customer service associates
b) Strong interpersonal skills to build an effective, highly motivated, results oriented team
c) Ability to make sound decisions and implement in a timely fashion
d) Ability to negotiate and influence to positive outcome
This position will be based in Lyndhurst, NJ.
What we offer in exchange for your efforts:
-A highly competitive salary/compensation.
-A warm, open, fun and friendly working environment.
Outstanding benefits for full-time employment which include:
-Paid Vacation
-Generous discount
-Medical, Dental, Vision Insurance
-Healthcare and Dependent Care Flexible Spending Accounts
-Transit and Parking Reimbursement Accounts
-401(k)
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