Senior Manager
7 days ago
Sullivan Gift is a leading provider of premium floral and giftware products, dedicated to delivering quality, creativity, and joy to our customers. Our commitment to exceptional customer service and innovative design has made us a trusted name in the industry.
Job SummaryWe are seeking an experienced Senior Manager, Customer Service to oversee and support the daily operations of our Customer Service team. In this role, you will ensure that high-quality service is provided to all customers, sales teams, and representatives.
Key Responsibilities- Strategic Leadership and Operational Management:
- Develop, document, and optimize service procedures, policies, and best practices.
- Enhance efficiency and improve responsiveness in customer interactions.
- Set clear performance measures for the team and provide feedback on a scheduled basis.
- Maintain accurate records of customer service actions and communications.
- Manage department Profit and Loss (P&L) or cost center budgets.
- Use customer insights and analytics to drive company-wide improvements.
- Ensure compliance with regulatory and legal requirements.
- Collaborate across departments (Finance, Marketing, Import Operations, Sales) to achieve business goals.
- Create executive-level presentations on performance and change proposals.
- Support Customer Service Team:
- Review back-order reports and collaborate with sales to review high-value orders.
- Assist in resolving escalated customer service issues.
- Provide guidance to Customer Service Representatives (CSRs) and help them manage workload.
- Take ownership of complex customer calls and follow through to resolution.
- Assist in showroom operations and order management (if relevant).
- Monitor order processing to ensure timely and efficient customer service.
- Contribute to the development and execution of contact center strategies.
- Manage departmental budgets and assist with credit-related duties as assigned.
Why Sullivan Gift?
We offer a dynamic and collaborative work environment with opportunities for growth and professional development. If you are passionate about customer service and looking to make an impact, we encourage you to apply.
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