Fashion Jobs
Associate Customer Service Manager
Company Overview:
Our client is a fun, vibrant and eclectic men’s and women’s footwear company that has taken the fashion industry by storm. Their contemporary styles are colorful and full of character – walk down the street in a pair of their shoes and definitely get noticed. Their collections have soul, charisma and also give back. With a philanthropic spirit, our client often donates part of their proceeds to special causes that are near and dear to them.
Position Overview:
In this role you will manage processes related to all after sales customer relationship: claims, returns, credit notes, etc.
Responsibilities:
• Manage remote third party productivity, providing tools for proper case handling and effective responses to customers
• Manage team to handle emails from customers and escalations
• Conduct root cause analysis for the reported problems and coordinate actions plans to solve them
• Manage product replacements flow to final consumers with quality issues
• Provide answers to all general inquiries from consumers and maintain the FAQ database updated
• Monitor the RTV flow Direct / KAC and IND channels
Key Qualifications:
• 3+ years of Quality Customer Service experience
• Experience and Ability to remotely manage a third party/remote team
• Communication skills to lead the after sales contact with final consumers
• Sense or urgency to prioritize cases based on potential impact to the brand value
• Proficient in Microsoft Excel, Word, PowerPoint and Outlook
• Working knowledge of SAP
• Bachelors Degree