Customer Service Manager

Company: Forever Companies
Location: Franklin
Posted on: January 15, 2022

Job Description:

Customer Care Manager

Forever Companies is quickly becoming the world leader of man-made jewelry. At our core, we have always been a small team that operates more as a family. As we embark on an incredible journey of fast-paced growth and opportunity, it will be crucial for us to maintain the culture we have worked so hard to achieve. We strive every day to cultivate strong relationships with our customers and other departments as the leader of best-in-class customer service.

Job Description - The Customer Care Manager is responsible for overseeing the daily operations of the Customer Care department and ensuring that Forever Companies' customers are serviced in a world-class way. The position is equal parts sales and service and requires an individual who understands that both aspects hold high value and equal importance. The Customer Service Manager works seamlessly with the COO and Executive team in developing KPIs and OKRs for the sales and service division. The Customer Care Manager is responsible for creating and utilizing dashboards of compiled data to monitor and report the team's productivity. The Customer Care Manager must communicate sales and customer service objectives to the Customer Care team and create efficient processes to achieve them. The Customer Care Manager must also assist with internal lead generation and motivate the staff to reach their individual and team sales goals. The Customer Care Manager role is a highly demanding position and will require a candidate who has strong vigor and is willing to remain on demand during call center operations. In addition, the Customer Care Manager must be system orientated and be part of the team that integrates our current CRM and ERP systems into Net Suites software.

Duties and Responsibilities
Implementation of excellence in customer service.
Work seamlessly with the COO in the development and implementation of KPIs and OKRs.
Development and Training of all customer care team members.
Ensuring all customer service-facing components are adequately scheduled and staffed.
Supervising the daily operations of the customer service department
Tracking and analyzing data based on key quantitative metrics
Setting customer service (CSAT) and sales goals for team members and helping them reach those goals
Monitoring Customer Satisfaction ratings celebrating successes and coaching the team to resolve issues
Engaging with customers and ensuring communications are handled in a timely manner
Preventing fraud by verifying the identities of our customers
Participate in weekly and monthly meetings dedicated to customer joy
Assisting the Accounting Department with financial matters related to orders, processing returns and cancellations
Assisting the Fulfillment Department with resolving issues related to orders
Assisting the Product Development team in identifying customer feedback to improve product offerings
Working closely with the NetSuite team to integrate a new CRM and ERP software.
Update and grow the team's learning management system.
Staying current on the latest industry trends and techniques

Skills and Qualifications
Five or more years in Training and Development of a customer service team.
Five or more years experience in customer service, sales, or a related position
Five or more years of sales operations and process-driven practices.
Experience in using CRM systems and utilizing its database to grow sales.
Experience in celebrating team success and creating moments of joy.
Strong analytical skills to identify trends in customer behaviors and feedback
Excellent verbal and written communication skills
Time management skills
Ability to lead and work within a team, strong collaboration skills
Excellent conflict resolution, interpersonal skills, and ability to build lasting relationships with customers
A passion for customer satisfaction

Cultural competencies:
Customers First: Every position in Forever Companies is there to create new customers and ensure they're happy.
Tribe: We're dedicated to our employee's growth and happiness and see ourselves as interconnected people with a common objective
Analytical: Know your numbers, why they're essential to the organization, and deliver them consistently.
Candor: Provide honest feedback to those you work with and be open to receiving constructive criticism.
Vision: Know where the industry and company are headed and steer your role to ensure Forever Companies is headed in the right direction.
Execution: Once you know the task on hand, have the skills and drive to get it done on time and to a high degree.
Independent: Every member of the tribe should be a self-starter that feels comfortable working without hand-holding or unnecessary oversight.
Smart: We expect our employees to come into their position with the necessary intelligence to be successful and to maintain their knowledge base.
Creative: All positions in Forever Companies will require you to solve problems in new and unique ways.

Standard Benefits:
Health/Dental/LTD/Life Insurance.
STD and LTD.
Paid Time Off and Flex Days Benefits.
Parental Leave
401k

Soft benefits:
Besides working for a fantastic company, doing something that is truly unique, inspiring, and is changing the world for the better, we offer a few other perks for all of our employees:
A true People First culture that is focused on having your back and helping you be all you can be with education, training, career pathing, regular one-on-one meetings with management, and honest and frequent feedback and assistance. Our Leadership Principle is: We Measure Success by How We Touch the Lives and Empower the Success of our People.
$50 monthly to our well-stocked employee caf-- to purchase coffee, snacks, lunch, etc---
Employee discounts: It's hard to look at bling all day long and not create a solid wish list. Luckily, employees get incentives and discounts to feed that desire.
Company parties: When you're doing something as extraordinary as we do, there are always new reasons to celebrate. We love getting everyone together throughout the year to bond over a few cold ones.
Casual environment, Dog-Friendly environment
Job Type: Full-time

Keywords: Forever Companies, Milwaukee , Customer Service Manager, Hospitality & Tourism , Franklin, Wisconsin