What are the responsibilities and job description for the Customer Service Manager position at Woven?
Title: Customer Service Manager
Location: Woven Warehouse -Inglewood
Reports to: Sam Moradzadeh, CEO / Danielle Barr, President
Full time
Woven is looking for an experienced Customer Service Manager to set standards and provide exceptional customer service for our high-end, luxury clientele. The goal is to increase customer satisfaction, loyalty and retention among our customers by handling all after sales service and ensuring repeat business through successful solutions.
The right candidate must have strong customer service skills in the high-end, luxury realm.. A people-person who has flawless communication skills, ability to interact with both clients and team members, seamlessly.
Key Responsibilities:
- Set a clear strategy for customer service with a customer centric approach
- Develop service procedures, policies and standards
- Develop KPIs to measure performance and analyze data regularly to ensure increased satisfaction and decreased quality issues
- Work closely with our head of Production to track deficiencies and implement solutions within our manufacturing process
- Partner with sales team to meet and exceed customers expectations
- Take ownership of customer issues and follow problems through to resolution
- Recruit, mentor and develop customer service team members as needed
- Develop and manage team of local technicians to successfully and efficiently handle all post manufacturing services
- Adhere to and manage agreed to budget
Requirements and Skills:
- Proven track record in a customer service management role
- 3 - 5 years customer service experience
- Experience with best practices in customer service
- Ability to think strategically and develop a solution oriented approach
- Strong client facing communication skills
- Advanced troubleshooting and multitasking skills
- Experience with interior design industry is a plus
- Proficient in Google suite, particularly sheets
Job Type: Full-time
Pay: $25.00 - $26.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 3 years
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Ability to commute/relocate:
- Inglewood, CA 90302: Reliably commute or planning to relocate before starting work (Required)
Experience:
- KPI: 3 years (Preferred)
- Customer Service Management: 3 years (Required)
- Google Suite: 3 years (Required)
Work Location: One location
Salary : $25 - $27