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Customer Service Manager

Company: Proof
Location: Sherman Oaks
Posted on: November 26, 2022

Job Description:

WE'RE ON A MISSION: Finding a Customer Service Manager! The Customer Service Manager will be responsible for creating and leading the implementation and execution of our customers journey. This responsibility starts in leading your team to provide a unique and fun journey for our customers through support via phone, web-chat, text and emails. You also work cross functionally with managers of other divisions to ensure interdepartmental communication including wholesale, retail, marketing and ecommerce to ensure a smooth experience! SOME OF WHAT YOU'LL BE DOING: Manage operations for the customer service department functions and needs Create and implement effective customer service policies, procedures and standards Manage order fulfillment operations of B2B, B2C including drop-ship partner orders with 3PL Establish SLA standards for fulfillment: speed, accuracy, processing time, and compliance with 3PL Coordinating with our Warehouse Team for timely shipping of orders, reviewing and processing returns and exchanges Reporting E-comm data to management on a regular basis Create, implement and maintain SOP's with 3PL Support VP of Sales and Sales Rep teams with order management Manage new customer setup process across multiple systems Manage and oversee EDI testing for retailers Oversee retailer portals Manage International outbound shipments/customs documentation Support accounting department with AR needs Troubleshoot website issues with ecommerce team Daily order allocation and picking for warehouse order processing Create a nimble organization under you that responds quickly to our customer's needs MUST HAVES! 3+ years of experience building and leading teams within customer service Minimum 2-year experience in EDI, vendor guides and vendor portals - Knowledge of EDI transactions 850, 856, 810 and 832 Ability to troubleshoot and problem solve Exceptional communications skills, with strong experience managing external partner relationships and internal team members simultaneously Ability to be a self-starter who thrives in a very fast-paced, entrepreneurial-minded organization with massive goals Comfortable with team-based work structure; ability to demonstrate flexibility on the job Excellent oral and written communication skills a must Must thrive in a team environment, have the innate ability to take initiative as well as to delegate work independently Intermediate Excel skills at minimum MS Office (Outlook, Excel, and Word) High level of accuracy and detail oriented Preferred Experience Experience within customer service platforms (e.g. Gorgias, Salesforce, Shopify, ERP) Knowledge of distribution, warehouse, and fulfillment systems Minimum 2-5 years of Customer Service experience in fashion/apparel industry required; Ecommerce experience highly desiredJob Type: Full-timePay: $65,000.00 - $80,000.00 per yearBenefits: Dental insurance Employee discount Flexible spending account Health insurance Paid time off Vision insuranceExperience level: 3 yearsWeekly day range: Monday to FridayWork Location: One location

Keywords: Proof, Los Angeles , Customer Service Manager, Executive , Sherman Oaks, California

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