Job Description

Customer Care Supervisor

Entrepreneurial organization that is the exclusive Culinary products across ecommerce platforms, is looking for a self-motivated and entrepreneurial Customer Care Manager who can oversee their customer care and order entry team. This is a shared services role that supports all three divisions: Retail, Uniform, & Food Service. The position involves managing consumer customer service/warranty claim interactions to reduce warranty claims, overseeing RMA team and process, and managing customer order entries, sales orders, and email inquiries.

Location: Carson, CA

Pay range is 62K to 70k depending on experience

Responsibilities:

• Managing the day-to-day supervision of the Customer Care and RMA Warranty Claims team
• Ensuring all orders from customers are processed in an accurate and timely manner
• Communicating with customers and business teams to reduce backorders
• Processing, issuing, and managing the daily open order report
• Resolving escalated product or service issues by clarifying the customer's complaint
• Hiring, training, and retaining Customer Care Associates and RMA Warranty Claims Associate
• Conducting regular performance evaluation reviews, establishing department and individual goals, creating, and maintaining SOPs
• Maintaining and analyzing department KPIs and ensuring SLA's are met
• Planning and developing customer service and RMA initiatives to improve the customer's experience
• Managing and maintaining multiple eCommerce vendor portals
• Ensuring all Zendesk tickets are addressed professionally and accurately
• Partnering with the EDI Support Team to address any issue that prevents a sales order from transmitting into our ERP system

Requirements:

• Associates or Bachelors Degree
• Extensive proficiency with Microsoft Excel, including pivot tables, vlookup and other advanced functions, as well as the full suite of Office products.
• Knowledge of Zendesk or similar communication portal
• Excellent problem solving and analytical skills
• Ability to investigate, troubleshoot and address processing issues to streamline workload and improve efficiency
• Quick learner with the ability to multi-task in a fast pace, ever changing environment
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously
• Solid organizational and time management skills
• Strong interpersonal and communication skills

Desired Qualifications:

• Prior experience with wholesale to retail order processing and knowledge of retail routing requirements
• Current understanding of e-commerce vendor or seller platforms
• Experience managing product and business on Amazon Vendor Central and/or Seller Central.
• Familiarity with EDI.

Offers a competitive benefits and compensation package which includes medical, dental, vision

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.