About the job

Our client, a prominent player in the fast fashion industry, seeks a Customer Service Manager to lead our dynamic team located in a beautiful, best-in-class facility in Downtown Los Angeles. They are a dedicated and ambitious organization committed to hiring individuals who embody energy, diversity, creativity, and adaptability within a fast-paced environment.

You’ll report directly to the VP of Operations and collaborate closely with executive leadership and warehouse operations to oversee their Customer Service team, ensuring the delivery of exceptional service to their growing customer base. Everyday you’ll use technology platforms like Shopify, Gorgias, and ShipStation to manage customer orders, tickets and most importantly, constantly improve the customer experience.

About the role & team

Our client believes in recognizing and promoting top talent quickly. There is no limit to what you can achieve at their organization and your efforts will be recognized and rewarded. They are looking for someone who is ambitious, a quick learner and has A communication skills.

You’ll oversee a team of 5 to 8 customer service representatives and have the opportunity to build out the entire department. If you enjoy problem-solving and building scalable processes and workflows, this is an amazing opportunity for you to grow and develop.

About the work

• Provide leadership and direction to a team of 5 to 8 Customer Service Representatives, overseeing their day-to-day activities, including email, SMS, and phone communications with clients, ensuring prompt and effective resolution of inquiries.

• Develop and implement policies and procedures to optimize the customer service experience, consistently meeting and exceeding performance goals.

• Conduct weekly performance reviews and meetings with management to address any emerging issues or opportunities for improvement.

• Support the implementation and utilization of CRM systems to enhance customer relationship management.

• Identify and recommend updates to technology, equipment, and policies to enhance customer service and retention, effectively communicating these recommendations to upper management.

• Implement strategies to gather, assess, and analyze customer feedback through various channels, including NPS scores, social media platforms, and other relevant avenues.

• Collaborate with the Warehouse Manager to facilitate employee training and streamline order fulfillment processes, ensuring efficiency and accuracy throughout the order lifecycle.

• Oversee the entire order flow process, from working with carriers to managing WMS/ERP systems, with a focus on optimizing operational efficiency.

About you

• Exceptional verbal and written communication skills, with a keen attention to detail.

• Strong organizational and analytical abilities, coupled with effective problem-solving skills.

• Demonstrated supervisory and leadership capabilities, with a proven track record of team management.

• Proficiency in Microsoft Office Suite or related software.

• Minimum 3-5 years of Customer Service experience, including prior management experience.

• Minimum 3 years of experience with platforms like Gorgias, Shopify, and ShipStation or similar solutions.

• 3-5 years of WMS/ERP experience; experience with iSync solutions is highly preferred.

Salary

The candidate’s starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role, the base salary range is between $80,000 - $100,000.

In-Office

Please note this job requires work being done in-office in our client’s Downtown Los Angeles headquarters. It is not a fully remote job and you will be required to be in-office for a significant portion of the workweek.

What our client offers

• Competitive compensation package

• Comprehensive benefits package including medical and 401(k)

• Snacks and catered lunch on Fridays in-office

• Fun, fast-paced, and engaging work environment

Join our client’s team and contribute to our ongoing success in delivering unparalleled customer service within the fast fashion market. Our client offers a dynamic work environment where your talents and expertise will be recognized and valued. Apply now to become a part of our client’s innovative team!