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Communications Customer Service Manager

4 months ago

Burlington, United States Outdoor Gear Exchange Inc Full time
Job DescriptionJob DescriptionDescription:

Communications Customer Service Manager

As the Communications CS Manager, you will lead and oversee the Communications team, ensuring the effective management of customer interactions and fostering a positive customer experience. In addition to managing daily operations and training programs, you will play a crucial role in overseeing audits related to gift cards, customer balances, third-party accounts, and sales and returns. You will be responsible for implementing strategies to improve customer satisfaction, optimize communication channels, streamline processes, and maintain accuracy in financial and transactional records.


Key Responsibilities:


Team Leadership:

  • Lead and motivate a team of Communications Specialists to achieve departmental goals.
  • Provide guidance, coaching, and training to enhance team performance and customer service skills.
  • Collaborate with cross-functional teams to develop and execute strategic plans for customer communications and satisfaction.
  • Develop and implement efficient workflows for handling customer inquiries, online orders, warranty claims, and returns.
  • Continuously evaluate and improve processes to enhance customer satisfaction and operational effectiveness.
  • Identify opportunities for improvement and innovation in customer service practices.

Training and Development:

  • Develop and implement comprehensive training programs for new and existing team members.
  • Keep the team updated on product knowledge, industry trends, and best practices in customer service.

Financial Audits:

  • Oversee audits of gift card transactions, ensuring accuracy and compliance with company policies.
  • Monitor customer balances to guarantee proper accounting and resolution of discrepancies.
  • Conduct audits of sales transactions to ensure accuracy and adherence to company policies.
  • Monitor and analyze return processes, identifying areas for improvement to enhance customer satisfaction.

Third-Party Account Management:

  • Manage relationships with third-party platforms/accounts, overseeing transactions, monitoring feedback, and addressing customer concerns.
  • Collaborate with relevant teams to optimize the selling experience on third-party platforms and maintain a positive reputation.

Logistics:

  • When necessary provide support and coverage to the Logistics team including but not limited to picking, packing, and manifesting to ensure shipping deadlines are met.
  • Ensure coverage for the loading dock when unattended by the Logistics team.


Requirements:

Qualifications:

  • High school diploma or equivalent; additional education in a related field (preferred).
  • Proven experience in customer service, preferably in an online retail environment.
  • Proven experience with sales of outdoor recreation categories.
  • Experience in managing customer service teams, preferably in an online retail setting.
  • Strong understanding of e-commerce customer service principles and practices.
  • Ability to make decisions and drive results in a fast-paced environment.

Attributes:

  • Strong leadership skills
  • Results-oriented with a focus on continuous improvement.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced and dynamic environment.
  • Commitment to fostering a positive and collaborative team culture.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Familiarity with e-commerce platforms and customer service tools.