Customer Service Operations Manager

1 month ago

Farmingdale, Maine, United States Danessa Myricks Beauty Full time
About the Role

We are seeking a highly skilled Customer Service Manager to join our team at Danessa Myricks Beauty. As a key member of our customer-facing team, you will be responsible for overseeing all customer service operations, ensuring high customer satisfaction, and driving process improvements.

Key Responsibilities
  • Customer Support Process Management: Manage and oversee the daily operations of the customer service team, including live chat and email inquiries.
  • Develop and Implement Customer Service Policies: Develop and implement effective customer service policies and procedures to ensure consistent, high-quality service.
  • Escalated Inquiries and Resolution: Respond to escalated customer inquiries and resolve issues promptly and efficiently.
Performance Reporting and Analysis
  • Monitor and Report Performance Metrics: Monitor and report on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Data Analysis and Insights: Analyze data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
  • Performance Reporting: Provide regular performance reports to senior management, highlighting key insights and actionable recommendations.
Process Improvement and Technical Expertise
  • Continuously Evaluate and Improve Processes: Continuously evaluate and improve customer service processes to increase efficiency and effectiveness.
  • Technical Expertise: Utilize customer service platforms like Gorgias or Zendesk to manage and track customer interactions.
  • Stay Updated with the Latest Tools and Technologies: Stay updated with the latest tools and technologies to enhance customer service operations.
Customer-Centric Approach
  • Champion a Customer-Centric Culture: Champion a customer-centric culture within the organization, ensuring that all decisions and actions prioritize the customer's needs and satisfaction.
  • Develop and Maintain Strong Relationships: Develop and maintain strong relationships with customers, understanding their needs and providing personalized support.
  • Act as the Customer's Voice: Act as the customer's voice within the company, advocating for their needs and feedback in all business areas.
Qualifications
  • Minimum of 5 Years of Experience: Minimum of 5 years of experience in customer service, with at least two years in a managerial role.
  • Customer Service and Warehouse Experience: Customer service and warehouse experience for beauty/makeup brands a plus.
  • Proven Experience with Customer Service Platforms: Proven experience with customer service platforms such as Gorgias or Zendesk.
  • Strong Analytical Skills: Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Excellent Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with a strong customer-centric approach.
  • Ability to Multitask and Manage Multiple Priorities: Ability to multitask and manage multiple priorities in a fast-paced environment.
  • Experience with TikTok Shop: Experience with TikTok Shop is preferred but not required.
  • Strong Problem-Solving Skills: Strong problem-solving skills and a solution-oriented mindset.
  • Ability to Lead Others: Ability to lead others in the workplace with empathy for their needs while maintaining a positive attitude that is willing to serve customers at all times.
Physical Demands

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear.

EEO Statement

Danessa Myricks Beauty actively creates a culture of inclusivity and respects that diversity in the workplace leads to a positive and stronger team. We are an Equal Opportunity Employer and take pride in a diverse environment. It is our policy to provide equal opportunity for all employees, contractors, and prospective employees. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, sex, religion, gender identity or expression, genetic information, sexual orientation, national origin, pregnancy, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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