Customer Service Operations Manager

2 weeks ago

Los Angeles, United States Max Mara Full time

The Customer Service Manager oversees operations, policies, objectives and initiatives for the Customer Service and internal warehouse/logistics departments. Establishes shipping forecast, policies, and procedures to support the functional infrastructure. This role plans, directs, controls, coordinates, and evaluates efforts, and is responsible for ensuring product delivery to end customer. Works closely with cross-functional teams, including sales, production, Logistics, Finance, and IT for successful order processing and delivery. Coaches, trains, and mentors existing staff. This role ensures successful order processing, KPIs and delivery by ensuring process implementation consistent with company and departmental goals.

**Duties**:

- Oversee day-to-day customer service operations, ensuring seamless order fulfillment and delivery processes
- Lead and manage the warehouse, CS & operations department to support current business and future growth plans.
- Ensure data accuracy, integrity, and consistency within the ERP system, including inventory levels.
- Oversee successful transmission of flows, including but not limited to new customer entry, order entry, fulfillment, invoices and return authorizations (RA’s) and Credit Notes (CN’s)
- Prepare necessary shipping documents: packing list, commercial invoices, shipping instruction and shipping labels.
- Create SOP’s as needed
- Request routing, shipment approvals, credit card payments and wire payments.
- Ensure chargebacks are researched and provide documented proof to dispute charges
- Overseeing warehouse operations to ensure inbound and outbound are processed in a timely manner.
- Provide regular open order, pick tickets and invoiced reports to upper management and CEO.
- Sales team collaboration: foster close collaboration with the sales team to ensure precise bookings and swift shipment approvals and on time deliveries within ship windows.
- Monitor and analyze customer feedback and service metrics to identify areas for improvement.
- Manage and lead the monthly wholesale shipping forecast with daily and weekly updates.
- Provide weekly and monthly financial reporting to upper management and CEO.
- Adhere to and communicate vendor guidelines, fostering efficient collaboration and compliance.
- Push inventory to Shopify and help troubleshoot order fulfillments.
- Work with production: creating HTS codes, style skus, color codes, standardizing our packaging and adding trims into ERP systems.
- Conduct regular inventory and workflow audits to identify opportunities for improvement.
- Operate with best-in-class strategies and methods for customer service, shipping, and delivery practices.
- Oversee WH operations and work closely with the production team to ensure on time delivery and product allocation for order fulfillment.
- Manage 1-2 customer service/logistics assistants.
- Ensure all style changes and cancellations are processed and reported.
- Create custom and auto reports with Full Circle
- Leading committee for Full Circle ERP system implementation.

**Skills/Qualifications**:
5 years’ experience in customer service, warehousing, and sales support in the apparel environment.
- Strong background in supply chain process, evaluation, and implementation.
- Full Circle Experience.
- Shopify experience.
- Department EDI experience.
- Team driver with excellent supervisory and leadership skills.
- Experience with VAS (Value Added Services) for Major Department Stores.
- Experience with Dept Store Vendor Portals.
- Excellent time management skills and ability to multitask with a positive and growth focused mindset.
- Ability to demonstrate proactive problems solving skills.
- Ability to create and maintain a cooperative team environment that promotes high performance standards and attainment of company forecasting goals through team motivation and mentoring.
- Analytical, computer skills and ability to obtain information from systems.
- Commitment to company vision/value/brand
- Excel expertise required.

Pay: From $75,000.00 per year

**Benefits**:

- 401(k)
- Health insurance
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Ability to Relocate:

- Los Angeles, CA 90014: Relocate before starting work (required)

Work Location: In person

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