Customer Service Manager
The Customer Service Manager leads our customer service team and is accountable for maintaining and continually improving our best-in-class customer experience, representing the voice of both Wholesale and Direct-to-Consumer (Web) customers across the business.
This role builds brand loyalty by managing the team's daily, weekly, and quarterly objectives, owning all written and verbal customer communications, and leading the continual improvement of departmental processes, KPIs, workflows, and Standard Operating Procedures with a high degree of independence.
Responsibilities:- Manage team workload, priorities, and coverage so all cases and calls are answered in a timely manner and service levels are met
- Own onboarding, training, coaching, and career development for Customer Service team members
- Mentor the team on Toad&Co's core values (Do the Right Thing, Optimism Rooted in Reality, Pride in Work, and Curious, Innovative & Resourceful) and model them in daily decisions and interactions
- Maintain customer service and order management KPIs, hold the team accountable, and regularly report performance, trends, and opportunities
- Own customer escalations, independently resolving common and complex issues within established guidelines and seeking leadership input on complex business decisions
- Champion a best-in-class customer experience for Wholesale and Direct-to-Consumer customers, modeling exceptional service and providing hands-on support across all channels as needed
- Oversee all Wholesale and Direct-to-Consumer customer communications, reviewing communications and maintaining system templates for accuracy, consistency, and brand voice
- Lead team meetings and facilitate problem-solving and decision-making on customer service and operational issues
- Ensure orders are entered accurately with the correct order types, terms, Sales Reps, and pricing, and that order confirmations are sent promptly
- Partner with Warehouse and Logistics on on-time shipping, proactively communicating style and shipping delays to customers
- Run oversold and allocation reporting so orders are allocated and drop to the warehouse on time
- Support the Wholesale business with sales meetings, tradeshows, and samples, including sending samples to customers
- Serve as the team's point of escalation for related systems issues (ERP, integrations, Wholesale Sales Platforms, Returns platform and Ecommerce platform)
- Work with the team to become educated on products (features, fabric properties, usage, and care), ensuring the team can accurately educate customers
- Share customer trends and insights with cross-functional teams and partner with them to resolve root causes and improve processes
- Own and continually improve departmental processes and maintain documented Standard Operating Procedures
- Support additional departmental projects as assigned
Qualifications:- In Person in our Santa Barbara Headquarters
- 5-10 years in customer service or customer experience, including demonstrated success leading and coaching a team
- Excellent written and verbal communication skills
- Highly organized, self-starting problem-solver who can prioritize multiple projects in a fast-paced environment
- Sound independent judgment and the ability to handle most unique situations
- Proficient in Microsoft Word, Excel, and Outlook, and quick to learn new systems
- Collaborative across teams and departments while staying accountable for individual goals
- NetSuite ERP, wholesale order management, and key account experience a plus
- Genuinely enjoys human interaction and goes above and beyond for customers and Toad&Co
- Embodies Toad&Co's core values and can mentor others in them
Compensation:$85,000-$100,000 annually plus a competitive benefits package that includes matching 401K, generous PTO, health and dental benefits.
