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HERE’S WHAT YOU’LL BE DOING:

Manage Customer Care department to ensure team us processing orders and handling customers appropriately and in a timely manner to ensure each customer interaction delivers a Wow! moment.

Monitor and report daily/monthly performance and analyze data to forecast needs and call/email volume.

Complete leadership reporting requirements (KPI Leadership Dashboards), including Customer Satisfaction Survey.

Take ownership of customer’s issues and follow problems through to resolution.

Monitors programs and procedures to ensure on time delivery and customer satisfaction and supports when special needs arise.

Ensure the E-Commerce Store meets/exceeds customer expectations for ease of shopping and user friendliness.

Coaches team to achieve high performance through performance management, goal setting, and training while analyzing data trends to ensure proper staffing.

HERE’S WHAT YOU’LL BRING TO THE ROLE:

Bachelor’s degree preferably in Hospitality or Business Management disciplines preferred.

At least 5-7 years in related work experience within a customer service role and 3 years of management experience required.

Prior experience managing cross multiple customer service operations including processes, systems, sales, training and quality, including experience with ERP and CRM.

Proven experience in a high volume, high states customer service functional including consumer and business/institutional components.

Effective communications skills at all levels, both written, verbal and the demonstrated ability to work with colleagues and cross-functional teams in a collaborative fashion.