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