Customer Service Manager

1 month ago

Wilmington, United States Emile Henry USA Full time

Fauve is recruiting for Emile Henry USA


Founded in 1850 in the province of Burgundy, France, Emile Henry has established a worldwide reputation for manufacturing the finest quality ceramic ovenware, gourmet cooking products, and bakeware products. Still owned and operated by the Henry family, the company today manufactures all of their new cooking products from Burgundy clay using their proprietary High Resistance Oven Ceramic state-of-the-art manufacturing process.


Website


Objectives

We are looking for a seasoned team manager who has a track record of maintaining high standards of customer service for B2C and B2B clients.


Responsibilities

  • Manage the customer service department for a growing sales and distribution company (wholesale and ecommerce).
  • Interact with internal and external groups including operations, sales, retailers and customers on a daily basis.
  • Develop effective plans to support customers as well as customer service representatives.
  • Report customer trends and issues, and engage in constructive discussions with internal teams including upper management, purchasing, warehouse operations, and sales in order to best support customers through existing and new processes.
  • Assist in developing strategies, programs, procedures, reports and system enhancements that will support the organization's mission statement and help contain costs.
  • Build interdepartmental relationships.
  • Manage all aspects of the customer service department, which includes: work flow of orders, returns, complaints, shipping issues, etc. and all functions and flow of the front office.
  • Manage the customer service team of 4 people, including training, motivating, vacations, absences, and more.


Qualifications & Skills

  • 10 years of relevant industry experience.
  • Superior written and oral communication skills.
  • High levels of planning and organizational skills.
  • Previous customer service experience in consumer products, an asset.
  • Previous experience in working with Amazon, an asset.
  • Effective approach to process improvement and cost containment.
  • Strong MS computer skills, specifically with Excel.

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