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Manager, Customer Operations

2 months ago

Canton, United States Belnick, LLC Full time
Job DescriptionJob DescriptionAre you the next Belnick Employee?? Come be a part of our dynamic team

Belnick is a digital forward, consumer-driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Belnick offers a wide assortment of furniture solutions and furnishings that represent a perfect balance of form, function, and style. At Belnick, our fingers aren't just on the pulse of the marketplace, we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey.

Belnick is more than a company, we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion the individual capabilities of our employees and the collective power of the team and extend that commitment to our surrounding families and communities.

The Marketplace Customer Service Manager is responsible for the management of our 1P and 3P portals as well as payment resolution. This role is critical to ensure all customer/dealer communications and issues are addressed at the highest level of quality and responsiveness.

Essential Functions:

  • Motivates and provides effective leadership to achieve service goals and support for direct reports
  • Provides recommendations to Management to identify and communicate gaps and support needed to improve the customer experience
  • Responsible for designing, implementing, and optimizing a customer success strategy within the organization; Analyze existing processes, identify areas for improvement, and develop strategies to enhance efficiency
  • Translate strategies into actionable plans
  • Ensures cross-functional collaboration with all stakeholders to deliver a best-in-class customer experience across stages, channels, and touchpoints in the customer journey.
  • Manage metrics, performance criteria, policies and procedures to continuously improve productivity and processes for teams.
  • Review key performance indicators and provide input to for coaching performance/action plans as applicable
  • Develop employees with development plans and establish succession planning within reporting lines
  • Coach, manage and develop team members to ensure the highest performance and accountability
  • Ensure the team follows all internal and external guidelines

Qualifications:

  • Minimum of 5 years customer service experience with prior manager or lead experience
  • Excellent leadership, interpersonal and communication skills
  • Ability to think strategically, and focus on long term improvements of the customer service team
  • Capable of translating strategy into actionable plans for new policies and procedures to increase efficiency and service levels
  • Demonstrated ability to handle and resolve complex customer situations in an effective manner
  • Ability to work independently and meet deadlines in a fast-paced, detail-oriented environment
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Saleforce experience preferred

Competencies:

  • Problem Solving
  • Interpersonal Skills
  • Oral Communications
  • Written Communications
  • Organized
  • Accuracy
  • Adaptability
  • Dependability
  • Multitasker

Benefits:

We offer a competitive benefit package that includes:

  • Major medical, dental and vision coverage available with no waiting period
  • Free Employee Assistance Program
  • 401K with match
  • Employee discount-Receive Belnick products at company cost

Belnick offers 9 paid holidays per year and up to 18 Accrued PTO days per year

D/V/F/M EOE