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Customer Service Manager

Company: Salt & Straw
Location: Portland
Posted on: January 16, 2022

Job Description:

Customer Service ManagerWe started Salt & Straw because we wanted to build a strong community with our team, our guests, and our partners. As a Customer Service Manager, you play an important role in taking care of our customers, both in-shop and online, and developing a robust customer service program that fosters the Salt & Straw values, creates loyalty and provides an exceptional brand experience.This role is at the frontline of support for our customers, both online and in scoop shop. You are a natural coach and leader, committed to a delivering a best-in-class brand experience to keep our customers coming back for more. You are passionate about service and are constantly asking questions and reviewing results in the spirit of continuous improvement. As part of the marketing and ecommerce team, you will be the driving force behind owning and delivering an unparalleled customer experience.Essential Duties and Responsibilities:

  • Manage and supervise the programs and activities of customer service department to ensure an unmatched level of service quality and customer satisfaction
  • Develop programs, processes, and procedures to enhance the customer experience while improving productivity and performance of team
  • Manage department administration such as department SOPs, queue administration, and escalation protocols Develop procedures for complete and accurate order processing, returns, and order issues
  • Act as primary point of contact with fulfillment partner. Assist with developing and streamlining processes for order management, identifying any points of friction and finding solutions to improve operations
  • Serve as teams' liaison and advocate with other departments for purpose of customer advocacy, clear communication, continuity of operations, and any other events that impact our customer's experience
  • Display a commitment to ongoing learning by coaching, developing, training your team; ensure programs are in place and encourage frequent recognition to drive performance
  • Find balance between improving operational excellence, managing KPIs, and building an engaged team
  • Use analytical tools to provide analysis to influence operational improvements. Communicate any trends and feedback to leadership
  • Define the brands reputation by overseeing and managing the performance and service quality that guarantees customer satisfaction. Proactively identify, review, analyze, and take action on customer communication that could lead to negative sentiment, reviews, or experience
  • Respond efficiently, accurately, and politely to customer calls, live chat, and email correspondence, providing accurate information to satisfy the customer
  • Other customer service related duties as assignedThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Core Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
    • Self-directed with organizational skills; ability to prioritize, troubleshoot, and work effectively under pressure
    • Able to multi-task on a variety of web-based tools simultaneously to efficiently and effectively
    • Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
    • Able to establish, communicate, and implement team goals and priorities
    • Teambuilding, training, and teaching skills
    • High integrity and ethical
    • Able to adapt to a constantly changing environment with flexibility to work extended hours during peak volume
    • Computer proficiency in Gmail, Docs, Word, Excel, and PowerPoint
    • Technically savvy. Experience with Google Analytics, Shopify, OrderDesk, ShipStation, Gorgias (or other CS ticketing platform), a plus
    • Ability to manage performance using data, metrics, and KPI's set by the brand to maintain a frictionless customer experience
    • Ability to work at a standard computer set up 40+ hours per weekQualifications:
      • 3+ years of experience in role focused on customer service, ideally for a digital-first, brand with eCommerce
      • 1+ years of experience supervising or leading others.
      • Experience managing a team of work-from-home direct reports, a plus
      • Demonstrated leadership skills and the ability to take the lead in making improvements and resolving issues
        Salt and Straw ValuesCreate The UnbelievableShow Up GenerouslyAct With Thoughtful CuriosityShare Human KindnessMake It Count
        We cant wait to meet you!Salt & Straw is proud to be an equal opportunity employer of all qualified individuals. We will consider all people - minorities, women, veterans and individuals with disabilities no matter their sexual orientation or gender identity. Salt & Straw will consider giving opportunities to qualified individuals with criminal histories when it aligns with federal, state and local statutes.#INDSJ

Keywords: Salt & Straw, Portland , Customer Service Manager, Hospitality & Tourism , Portland, Oregon

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