Overview

SUMMARY

Flynt Management Group is seeking a Warehouse Customer Service Supervisor. You will be responsible for overseeing the daily operations of the customer service team responding to customer inquiries and retail stores through email, live chat, and calls.

BENEFITS

• We provide excellent benefits including medical, dental, vision, 401(k), vacation and sick time, paid holidays, life insurance, and more!

Qualifications

WORK ENVIRONMENT

• Professional office environment
  • While our offices are a strictly professional environment, due to the nature of our business involving adult content, certain roles may be exposed to adult content while performing their job functions.
• Job may require ability to sit at a desk and stand for extended periods of time
• Job requires ability to lift and carry items up to 35lbs

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Implement and monitor customer service processes in line with HUSTLER Hollywood policies
• Identify fraudulent customer activity through detailed analysis of customer orders, then develop action plan for prevention
• Implement and monitor agent KPIs and productivity metrics
• Review service order data on a daily basis, then compile data and report to leadership on a weekly basis to identify areas for improvement
• Interview and train additional customer service representatives, as needed
• Lead training sessions with the agents on all topics, including company policies and software walkthroughs
• Monitor and develop customer service agents and leads
• Implement and oversee a robust QA process to monitor representative performance and productivity
• Implement and monitor processes to track detailed order KPIs and details to understand representative behavior regarding reshipments, discounts, refunds, cancellations, and saves
• Responsible for handling all issues related to Inbound inventory activity to stores and customers: PO’s, Orders & Transfers

• Answering inbound store emails related to inventory and various shipping issues from warehouse, other stores and vendors.
• Assisting in getting over/short shipments and orders reported to our warehouse, stores and HUSTLER Hollywood Vendors
• Resolving warehouse, store or vendor issues in a timely manner.
• Supporting in helping stores with certain inventory tasks if need be such as processing transfers or PO’s
• Assist stores and customers by problem solving shipment, transfer or order issues
• Assist Inventory Control Manager with Open PO Reconciliation
• Other warehouse or online related tasks as needed such as coordinating warehouse customer service representatives to assist with bin transfers and product listings
• Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• 3 years of customer service experience, particularly in a detail / data-oriented role.
• Intermediate level excel skills, including: creating visual tables and graphics, using Pivot Tables and utilizing key formulas such as: SUMIFS, AVERAGEIFS, COUNT, VLOOKUP or INDEX (MATCH)
• Eager to develop a deep understanding of how to use key customer service metrics to make objective data-driven decisions on the opportunities for improvement within the team
• Experience training a warehouse customer service team
• Ability to interact and understand the interdependencies between the customer service department, fulfilment, inventory, and digital marketing teams
• Comfort in reporting weekly to leadership on the state of the customer service department and the areas for growth going forward
• Ability to develop end-to-end processes, response templates, and escalation protocols that cover the majority of customer and store inquiries