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Director of Customer Service

4 months ago

Encinitas, United States Gamechangersus Full time

**Director of Customer Service**

**Posted: June 29th, 2021**

**Description**

Vuori is seeking a Director of Customer Service Operations to lead and drive the Customer Service team and program. The Director will be responsible for implementing processes to help improve customer retention, customer loyalty, satisfaction, and the overall customer experience.

In this role, you will define customer service policies, manage agent resources, set and track KPIs, and work cross-functionally with the Retail, e-Commerce, and Marketing teams to drive improvements in the quality of service we provide to the customers. Our ideal candidate prioritizes customer experience and the customer journey in their strategic approach, and has a clear understanding of the integration of customer service, Retail and e-commerce operations.

You will also own eCommerce customer satisfaction and other key operational metrics, ensuring that resources are rapidly dispatched, trained and enabled with tools to resolve customer issues in a timely, efficient, and positive manner. You should identify the largest areas of opportunity to improve customer experience, reduce contacts, reduce cost of service, and work with cross-functional teams to design and implement solutions. This role requires someone who is great with people, able to multi-task, able to manage multiple timelines & deadlines, detail-oriented and has an entrepreneurial spirit. You will be responsible for supporting our online inquiries with a clear understanding of the latest innovation in customer service and ecommerce related tools.

**Responsibilities:**

Leadership/Strategy

Serve as advisor and customer advocate to Customer Service team and call center to analyze current state and implement solutions that empower team members with appropriate controls to solve customer issues

Ensure customer service needs are prioritized and actions are seen to deliver measurable value to the businesses while meeting customer success targets.

Develop opportunities to streamline escalation processes that effectively resolve issues and minimize duplication of efforts

Robust knowledge of ecommerce promotional cadence, and its impact on customer service contact volume

**Reporting/Relationships:**

Keen understanding of financial metrics inclusive of cost management, budget setting, contact forecasting, and future opportunities for revenue generation

Synthesize raw customer contact data into actionable insights and solution, then provide strategic recommendations.

Manage internal and external relationships. Ensure proper direction, development and training for key personnel in Customer Service, primarily two Customer Service Managers, as direct reports

Collaborate with Retail and ecommerce team to champion new technology and process improvements for customers and agents via digital roadmap

**Qualifications:**

5+ years leadership experience managing customer service teams, contact centers & third-party vendors

Strong knowledge with all manners of customer service functions, systems, training and quality

Experience in high volume, high-stakes customer service function, including consumer and business components

Leverage strong interpersonal and collaboration skills to influence others and build professional relationships across several channels

Expertise with customer service applications such as Salesforce Service Cloud, Kustomer or equivalent

Proficiency in working with various digital applications including chat (live agent and AI chatbot/virtual customer assistants/video conferencing), voice biometrics and co-browsing/collaborative interfaces

Flexibility and desire to quickly adapt to new priorities

Retail experience preferred

**About You:**

10+ years of experience working in customer service and 5+ years of experience leading teams

A background that is strategic and customer focused in creating highly engaged teams and delivering unrivaled customer experiences

Highly collaborative with a genuine passion for customer service and a non-hierarchical attitude

Extensive experience managing North American operational customer service teams, within the ecommerce industry

Established track record of creating, meeting or exceeding targets, KPIs, SLAs

Identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively deliver results

**Had you been with us last month, the top things you would have impacted are:**

Led and further developed training, quality, and knowledge management in a high growth environment while developing & implementing strategies, standards and procedures to ensure an unrivaled customer experience

Conducted research to identify more personalized methods for customer engagement

Organized projects & initiatives to enhance personal growth of our Customer Service leaders

Used data, customer insights and root cause analytics that addressed company-wide improvements and presented these to other departments and senior stakeholders

Maximized use of existing technologies and implemented additional tools as needed

Forecasted headcount, workload and ensured team was fully staffed with passionate customer driven team members

**About Vuori**

Vuori makes premium performance apparel inspired by the active Coastal California lifestyle; an integration of fitness, surf, sport, and art. Breaking down the boundaries of traditional activewear, we are a new perspective on performance apparel. Our Investment in Happiness is more than our product guarantee and our commitment to a great experience for our customers. Its our philosophy on doing business and its symbolic of how we care for our team, our community, the natural environment and most importantly, each other. At Vuori our guiding principles are simple...we aim to make great products, be in great relationships and live extraordinary lives.