Client Service Supervisor

The Client Service Supervisor is responsible for the handling of client inquiries and matters from various digital channels. Each day, the Client Service Supervisor monitors client engagements, and the relevant systems to ensure client matters are being addressed aligned with company guidelines – understanding the needs of the client is paramount.

Responsibilities

• Ensure that the e-commerce department exceeds customer expectations and ease of shopping by overseeing and supporting engagement workstreams.
• Handle a wide range of client/showroom inquiries and execute good judgement to resolve matters.
• Responsible for escalated order support and client issues.
• Oversees social media engagements and ensures KPI’s are being met within operating hours.
• Regularly audits all communication channels for quality control purposes.
• Ensure colleagues are adhering to guidelines and produces reporting as needed.
• Assisting with assigning daily work streams and drafting weekly schedules.
• Maintaining internal supplemental documentation such as templates, trackers, matrixes in line with market and brand demands.
• Training customer service new hires accordingly.
• Supervising direct reports.
• Other responsibilities or tasks as assigned.

Essential Experience & Requirements

• Minimum four-year college degree in Business or relevant field experience.
• Strong problem-solving and organization skills.
• Excellent written and verbal communication skills.
• Excellent computer skills including Microsoft office.
• Ability to work retail operational hours, some remote work may be required.
• Luxury retail experience and luxury watch/jewelry brand knowledge is preferred.
• Experience with SAP and SAPC is preferred.