Client Relations Supervisor

2 weeks ago

New York, New York, United States Brooks Brothers Full time

Position Overview:

The Client Relations Supervisor will take charge of the daily operations of a customer service team dedicated to supporting a prominent fashion retailer's uniform initiative. In the initial phase, the Supervisor will collaborate with both internal and external partners to establish effective workflows, set up a new CRM system, and recruit a customer service team. The perfect candidate will exhibit exceptional organizational skills, utilize data to inform decisions, and possess a keen understanding of organizational dynamics.

Key Responsibilities:

  • Develop and implement strategic plans for the department in collaboration with the Senior Director.
  • Prioritize the customer experience; manage escalations, analyze customer interactions across various channels, and provide guidance to team members.
  • Achieve or surpass all service level agreements (SLAs) and key performance indicators (KPIs).
  • Create accurate labor forecasts and oversee staffing to maintain budget compliance.
  • Draft standard operating procedures (SOPs) and a detailed customer service manual for the team.
  • Manage the CRM system, focusing on data collection, self-service resource development, process automation, and potentially integrating a customer-facing AI solution.
  • Identify and communicate opportunities for process enhancements, assisting in their resolution.
  • Collaborate with cross-functional teams to support growth and retention initiatives as required.
  • Perform additional duties as assigned by the supervisor.

Qualifications:

  • Bachelor's degree preferred.
  • A minimum of 3 years of experience leading a customer service team of 25 or more representatives.
  • At least 1 year of experience managing a CRM tool similar to Gladly.
  • Experience in a startup environment or similar experience in building and scaling a new department is preferred.
  • A passion for innovative problem-solving to assist customers and internal teams.
  • Results-driven, with a proven track record of meeting and exceeding industry-standard KPIs.
  • Ability to excel in a complex environment and foster strong relationships with both internal and external stakeholders.
  • Excellent written, verbal, and visual communication skills, with the ability to effectively drive and communicate change.
  • Willingness to travel as needed based on business requirements.
  • Regular in-office presence is expected for team interactions, meetings, and collaboration. Job duties may be performed effectively using the designated hybrid work program.
  • Must have authorization to work in the United States.

Physical Requirements:

  • Ability to perform essential job functions in accordance with ADA, FMLA, and other federal, state, and local standards.
  • Ability to maintain regular and timely attendance consistent with company policy.
  • Ability to remain stationary for up to 8 hours per day.
  • Ability to operate a computer and other office equipment while looking at a monitor for extended periods.
  • Ability to communicate clearly and accurately in person, over the phone, or through virtual methods.
  • Ability to reach at or below shoulder level.

Compensation and Benefits:
The salary range for this position is competitive and commensurate with experience. In addition to salary, Brooks Brothers offers a comprehensive benefits package, including a 401(k) plan, overtime pay, flexible work schedules, and an employee discount program (eligibility may vary). Further details regarding benefits can be found in the company's Benefits Guide.

Equal Employment Opportunity Statement:
Brooks Brothers is an equal opportunity employer. We are committed to fostering a culture of inclusion and diversity within our workforce and maintaining a workplace free from discrimination or harassment based on any characteristic protected by law. We also strive to fully include qualified individuals in the job application and interview process.

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