Customer Service Director

CUSTOMER SERVICE DIRECTOR

Shop LC is seeking an experienced and dynamic individual to join our team as a Customer Service Director. This role will be responsible for leading the company's customer service operations and ensuring customer satisfaction across all channels. The Customer Service Director will work closely with the executive team to develop and execute a customer service strategy that supports the company's overall goals and objectives.

JOB RESPONSIBILITIES

Individual Responsibilities

1. Lead the customer service team: Oversee the day-to-day operations of the customer service team and ensure that all team members are properly trained and equipped to handle customer inquiries and issues.
2. Develop and implement customer service policies and procedures: Create and maintain policies and procedures that promote consistency and quality in customer service delivery across all channels.
3. Monitor and analyze customer service metrics: Track and analyze key performance metrics such as customer satisfaction ratings, call center volume, and first call resolution rates, and use the insights to improve customer service operations.
4. Collaborate with other departments: Work closely with other departments such as marketing, sales, and product development to ensure that customer feedback is considered in product development and marketing strategies.
5. Manage vendor relationships: Manage relationships with third-party vendors that provide customer service support to the company, including call center outsourcing partners.
6. Ensure compliance with regulatory requirements: Stay up to date on regulatory requirements that impact customer service operations, and ensure that the company is in compliance.
7. Develop and manage the customer service budget: Develop and manage the budget for the customer service department, including staffing, training, and technology investments.
8. Continuously improve customer service operations: Identify opportunities for process improvements and implement changes to improve efficiency and customer satisfaction.
9. Comply with company policies and procedures.
10. All other duties as assigned by the manager. 

Managerial Responsibilities

1. Leadership: maximize the Team’s potential to deliver high levels of service, quality, productivity, training, and goal attainment; Provide ongoing coaching to your direct reports and encouragement of talent development within and outside of your department.
2. Communicate Effectively:  ensure teams have access to, understand, and are updated on company policies, procedures, expectations, and measurements to be successful.
3. Team Development:  Delivery of timely one-to-one (1 to 1’s) and preparing and delivering mid-year and year-end performance evaluations; ensure timekeeping, attendance, time off, and overtime standards are addressed timely.
4. Strategy:   balance staffing levels and schedules with the right mix of talent and experience to stay ahead of and react to changing sales requirements

SKILLS/EXPERIENCE

1. 8 to 10 years of experience in customer service management, preferably in a retail or e-commerce environment and/or global environment.
2. Proven track record of delivering high levels of customer satisfaction and improving customer service operations.
3. Strong leadership skills and experience managing large teams across multiple locations.
4. Excellent communication skills, both written and verbal, with the ability to communicate effectively with customers, employees, and executives.
5. Strong analytical skills and the ability to use data to drive decision-making.
6. Experience with call center technology and customer service software platforms.
7. Knowledge of regulatory requirements that impact customer service operations.
8. Ability to work in a fast-paced environment and handle multiple priorities.
9. Strong organizational and project management skills.
10. An ambassador of our Core Values: Teamwork, Honesty, Commitment, Passion, and Positive Attitude.

PHYSICAL REQUIREMENTS

1. Prolonged periods of sitting at a desk and in front of a monitor/ computer screen.
2. Must be able to lift up to 20 pounds at times with reasonable accommodations.

ABOUT SHOP LC

We are an electronic retailer of jewelry and lifestyle products headquartered in Austin, Texas with a passionate team of approximately 550 people. Our products are sold through TV on 80m homes through our live 24*7 broadcasts, our website, OTT, marketplaces, and social media.

We are the US retailing unit and subsidiary of Vaibhav Global Limited (VGL) which is a well-established vertically integrated company, founded in India about 35 years ago and listed on the Indian stock exchanges. The company has had a turnover of $246 million (in the financial year 2022).

The other retailing units of VGL Group are in the UK (Shop TJC) and Germany (Shop LC, Germany). Together, all the units ship out approximately 50,000 pieces of products to their customers in the US, UK, and Germany every day. In addition to the companies in the US, UK, and Germany, VGL Group operates offices globally in India, China, Indonesia, and Thailand.

We believe in supporting our community and protecting the environment with the purpose of Delivering Joy. 

Our service to the community is run through our Your Purchase Feeds… program under which each retailing unit donates one nutritious meal to a school-going child in India, the US, and the UK for each item sold through all its platforms. Your Purchase Feeds… has provided over 40 million meals to kids until now in the US. Our mission statement embraces the ambitious goal of distributing one million meals each day to children in need by 2031. We believe that Your Purchase Feeds… provides more than just a meal: it feeds the hearts, minds, and futures of children.

We are committed to protecting the environment by constantly working on reducing our carbon footprint and becoming net zero by 2032. Our offices in India function on solar power, and each business unit is working towards getting a LEEDS certification. 

We live by and are inspired by our core values of Teamwork, honesty, commitment, passion, and a positive attitude, which form the basis of every decision we make.