Job Description

Our client, a known apparel brand, is looking for a highly experienced Senior Director of Customer Service to join their team!

In this role you will use strategic and operational skills to build, design, and maintain a system of programs and processes that maximize productivity, leverages resources, and complies with budget, ensuring a healthy operational climate.

EXPERIENCE IN APPAREL OR FOOTWEAR PREFERRED!!!!!!

Location- Onsite-Manhattan Beach, (NON NEGOTIABLE)

Salary-Up to $200K DOE

What You Will Do:

• Lead and manage the customer service department
• Develop and implement customer service strategies, policies, and procedures aligned with the company's goals and objectives.
• Motivate, coach, and develop managers/supervisors and customer service representatives
• Manage and optimize customer service processes and metrics, identify areas for improvement, including monitoring open orders to maximize sales.
• Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.
• Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.
• Evaluate staffing needs to ensure service levels are met.
• Conduct regular team meetings and identify training sessions needed
• Establish and maintain strong relationships with the Production, Allocations, Credit and Sales Management team.
• Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices
• Identify opportunities for process optimization and implement continuous improvement initiatives.
• Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.
• Present regular reports and recommendations to senior management, highlighting areas of success, challenges, and opportunities for improvement.

Who You Are:

• Foster a strong, customer-centric culture
• Knowledge of customer service best practices, footwear and apparel industry trends, and relevant technologies.
• Strong leadership and people management skills, with the ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.
• Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.
• Bachelor's degree degree preferred.
• Minimum of 5-7 years of experience in customer service management, preferably in a manufacturing or wholesale environment within the footwear and apparel industry.
• Proficiency in customer relationship management (CRM) systems and data analysis tools.

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