Customer Service Supervisor

2 months ago

Chandler, United States VB Cosmetics, Inc. Full time
Job DescriptionJob Description

Overview

The Customer Service Supervisor manages the DTC and Pro team members and implements best-in-class consumer and customer service interactions between retail consumers, wholesale (Pro, Amazon, and Distributor) customers, and the related internal teams, who help with operational execution of order fulfillment, customer set-up, etc.. 

The Customer Service Supervisor will directly manage the Customer Service team, which handles all customer calls, correspondence, and Wholesale P.Os.  This role is responsible for managing the Zendesk customer data analytics that tracks the success of our customer experience initiatives. This role also manages any Shopify order issues that arise, including potential fraud. 

The Customer Service Supervisor will need to work cross-functionally with other internal stakeholders in order to obtain necessary information (education, product information, financial information) to fulfill critical order and consumer inquiries in a time-sensitive manner. In the end, this person must work with a sense of urgency and purpose to ensure that the brand DNA and equity remain at the forefront of quality while meeting consumer and customer expectations.

The Customer Service Supervisor will contribute to building a healthy community whose members share a common goal, accept personal responsibility, earn each other’s respect, excel in their tasks, help each other be successful, participate in the social benefits of being associated with a winning team and Company profits and provide creative, enjoyable opportunities for all.

Duties and responsibilities

Lead, manage, train, and develop the Customer Service and Care teams

  • Create and train team on scripts for calls and emails – both retail and Pro
  • Create decision tree for handling shipment issues with FedEx
  • Create issue resolution scripts for top issues so staff is empowered to action accordingly with proper tools

Ensures the entire customer service team remains current on DD product knowledge and application skills

Monitor and track timely and relevant customer responses using Zendesk analytics

  • Set up KPIs for response time to ultimately get to 24 hr turnaround.

Monitor, track, and report on feedback and online reviews using Zendesk analytics

  • Centralize, analyze, and report on customer experience feedback and data for various audiences, including executives.

Manage Team Schedules to ensure optimal office coverage

Measure the performance of the members of the Customer Service and Care teams on an individual and team basis using metrics such as customer satisfaction, call management statistics, and email response reviews (Zendesk analytics)

  • Provide feedback to management, using data analytics, regarding areas for continuous improvement and performance of the Customer Service team.

Utilize Zendesk KPIs to improve overall performance through coaching and accountability

  • Identify metrics to track and ensure all customer experience initiatives and activities are linked to customer and/or business outcomes

Handle any Shopify order issues that arise, especially surrounding fraudulent orders.

Work cross-functionally with internal teams such as Marketing, Sales, Customer Education, R&D / Product Development, Quality, HR, Operations, Accounting, and IT.

Required Organizational Skills

  • Knowledge of Microsoft Office applications (Word, Excel, and Outlook) are preferred
  • Enterprise Thinking and Enterprise Alignment
  • Appreciation for Customer Experience Focus
  • Excellent Communication Skills, both Oral & Written
  • Problem Identification and Problem-Solving
  • Critical Thinking
  • Personal Leadership & Initiative
  • Accountability & Follow Up
  • Adaptable to Change and Innovation
  • Ability to work and collaborate effectively with other function leaders in a business
  • Strong team leadership and management skills
  • A hands-on management style.

Required Experience

  • BA/BS Required
  • Must have 10 or more years of direct Customer Service experience
  • Must have an 8-year proven track record managing a team of 4+ employees
  • Must have experience with business intelligence systems and how that information integrates with the customer experience role
  • Must be fully competent in customer service and help desk technology platforms such as Zendesk, Shopify, Yotpo, etc.
  • Experience managing an omni-channel customer experience environment preferred

 

 

 

Company DescriptionHelp build a healthy community whose members share a common goal, accept personal responsibility, earn each other’s respect, excel in their tasks, help each other be successful, participate in the social benefits of being associated with a winning team and Company profits, and provide creative, enjoyable opportunities for all.Company DescriptionHelp build a healthy community whose members share a common goal, accept personal responsibility, earn each other’s respect, excel in their tasks, help each other be successful, participate in the social benefits of being associated with a winning team and Company profits, and provide creative, enjoyable opportunities for all.

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