**Customer Service Manager**
**Posted: April 12th, 2021**
**Description**
**The Role**
Reporting to the Customer Service Director you will be responsible for driving excellent results and productivity of the customer service team. You will be managing a team of Customer Service Leads and working closely with global Customer Service Managers to ensure SLAs are met and to promote the highest level of service excellence.
**Responsibilities:**
Responsible for executing the global service strategy, ensuring SLAs and sales goals are achieved;
Provide leadership for the team by inspiring them with the companys service vision, setting clear objectives, and motivating them to deliver the best level of service and achieve sales goals;
Lead, coach and train Customer Service Leads and Representatives, where applicable;
Assess daily/weekly service levels, quality of service and monitor sales; implement service improvement & selling through service strategies;
Act as final point of escalation for team for customer or IT related issues;
Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas;
Work with our workforce and planning specialist to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks;
Provide weekly customer feedback report;
Manage customer related costs;
Work closely with other CS Manager to ensure consistency of service and productivity;
Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives;
Support the Customer Service Leads to recruit, train and develop Customer Service Advisors to ensure knowledge and skill-set growth;
**Key skills and experience:**
Proven leadership and management experience of a customer service team;
Solid e-commerce experience and knowledge;
Deep understanding of fashion and activewear brands;
Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
Ability to work under pressure in a fast-paced environment;
Ability to manage and organize a team from a performance as well as development perspective;
Ability to make sound business decisions with a strong sense of urgency;
Ability to work across all levels within an organization with a collaborative approach
Passion for providing exceptional customer service to both internal and external customers
Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed
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