Customer Service Manager

About the role:

In this role, you will be responsible for problem solving, addressing any customer issues and creating a motivating work environment. You will be working very closely with the Production Team to understand fabrications, styles and quality standards. This is a hybrid role between Production and Customer Service. You will be responsible for educating the customer service team on upcoming season collection. You will be the liaison between production and customers in order to educate and inform. 


Essential Duties & Responsibilities:

  • Ability to effectively communicate between different departments
  • Manage a team
  • Analytics & data tracking
  • Upkeeping spreadsheets and documents
  • Improving current processes 
  • Developing a thorough understanding of all products/garments
  • Ability to work independently & within a team
  • Ability to maintain a composed and professional demeanor under pressure
  • Occasional email correspondence with customers
  • Forward thinker - someone who is able to implement new systems
  • Handling escalated customer issues
  • Communicate product feedback 
  • Lead and mentor Customer Service team members - set daily goals 
  • Make sure all team members understand their daily duties and delegate tasks
  • Ability to navigate multiple processing systems
  • Provide feedback & create processes 
  • Ability to work in a fast paced environment
  • Assess service level to make sure it is up to standard (weekly/monthly)
  • Understand brand voice to define and delivery an upscale experience
  • Work with other departments to understand business metrics to improve customer experience
  • Identify trends and patterns - positive or negative 
  • Ability to propose new ideas and processes to support scale
  • Analyze customer satisfaction reporting to hold members accountable
  • Constantly creating ideas and new ways to connect with customers

Requirements:

  • Experience in Ecommerce customer service (2+ years)
  • Experience in management (2+ years)
  • Positive attitude & driven personality
  • Excellent verbal & written communication skills
  • Efficiency and organizational skills
  • Computer literacy 

What we can offer:

  • Health insurance
  • 401k retirement saving 

This is an in-house position. Must be local to Santa Barbara/Carpinteria/Ventura area.


PLEASE SEND ALL RESUMES AND COVER LETTERS TO NICOLE@JOAHBROWN.COM