Manager, Customer Service (Start-up) (Santa Monica)

email this posting to a friend los angeles craigslist > westside-southbay > jobs > customer service jobs Avoid scams and fraud by dealing locally! Beware any deal involving Western Union, Moneygram, wire transfer, cashier check, money order, shipping, escrow, or any promise of transaction protection/certification/guarantee More info Reply to: dfw9v-3531859631@job.craigslist.org[?] Location: Santa Monica, CA
Industry: Personal Care, Cosmetics = Direct Selling and E-commerce
Status: Full time, Exempt
Job Title: Manager, Customer Service
Reports to: COO
Direct Reports TBD

Job Description:

The Manager, Customer Service is responsible for directing operational processes, which include planning, procurement, production, inventory control, logistics, and distribution. The Manager ensures that every step of these processes are functioning effectively to build launch inventories, manage replenishment orders, and avoid costly delays and lost sales opportunities. The ideal candidate will posses good analytical, communication, verbal and organization skills and will be proactive in learning about Beautycounter, it's mission/cause and the Direct Selling channel of distribution.

Primary Position Responsibilities include, but not limited too:

? Work with the executive team to develop and implement the vision, strategy and objectives of the customer service team along with customer service policies and processes
? Implement and manage all customer service tools (technology and otherwise)
? Work with sales, marketing and operations teams to develop scripts for customer service representatives to use during calls
? Hire, train and develop customer service representatives to ensure knowledge and skill-set growth
? Establish staffing plans to ensure capacity is met during demand periods
? Resolve all escalated customer issues in a timely manner
? Identify key areas of improvement and implement those improvements
? Proactively manage metrics related to customer service performance

Specific Measures of Job Performance:
1. Develop and manage a "customer first" service organization with performance that meets key management metrics
2. Ability to hire and manage top talent customer service representatives
3. Ability to handle daily customer service calls and inquiries with professionalism and efficiency
4. Ability to manage exceptions with executive management team and handle those exceptions accordingly
5. Ability to complete execution of programs and projects and meet all launch deadlines.
6. Establishing communication with support teams and report back to COO on all project statuses.

Qualifications:
Education:
? Bachelors Degree or equivalent experience required

Work Experience:
? Leadership and management experience 3+ years
? Progressive customer service / call center experience 5+ years
? Retail e-commerce / Direct Selling industry experience and knowledge preferred

Knowledge/Skills/Abilities:
? Strong leadership skills
? Strong project management skills.
? Strong analytical and critical thinking skills
? Strong communication skills, interpersonal and organizational skills.
? Must be very detail oriented with excellent time management skills.

Behavioral Attributes:
? Ability to work well in a team environment and be creative and self motivated.
? Must take a leadership role, strive for excellence and have a willingness to learn.

Location: Santa MonicaCompensation: Competitive with equity potentialOK to highlight this job opening for persons with disabilitiesPrincipals only. Recruiters, please don't contact this job poster.Please, no phone calls about this job!Please do not contact job poster about other services, products or commercial interests.PostingID:3531859631

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