What are the responsibilities and job description for the Customer Service Supervisor position at Dedon Inc?
The Customer Service Supervisor will supervise the Client Services team, which deals directly with sales representatives, purchasing agents, designers, and end-consumers to fulfill orders for high end outdoor furniture. This department is the first point of contact for the client and must offer a luxury experience, consistent with our brand and products. The Client Services team is responsible for the fulfillment of complex, often custom, extremely high-end furniture, often going to exotic and hard-to-reach destinations. The DEDON client is high net-worth, frequently makes purchases from the best brands in the world and is accustomed to a seamless purchasing experience. This is a full time, in office position.
This position will: develop, track and report key performance measurements for the team; develop and implement process and procedures to improve operational efficiency; train, mentor and manage a team of approximately 8 Client Services Representatives (CSR’s), while maintaining the highest luxury experience for the client.
DUTIES AND RESPONSIBILITIES
- Client liaison and support for our US, Canada, and Latin American markets, as well as support of our sales teams, consisting of 20 showroom sales personnel, 40 retailers, and 8 hospitality rep groups.
- Supervision of a team of up to eight Client Services representatives in charge of handling the order fulfillment process.
- Develop the service level provided by the team according to best-in-class standards, consistent with the luxury experience to which our clients are accustomed.
- Improve and implement productivity standards for Client Services processes.
- Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction.
- Adhere to the departmental objectives, set goals and expectations, and prioritize activities to ensure timely execution and implementation.
- Carry out functions and deliverables and ensure adherence to the Client Services policies, guidelines, and procedures of the department.
- Initiate and coordinate with concerned departments for the appropriate or standard responses to client inquiries or concerns.
- Participate in furniture shows to represent the company when needed.
JOB SPECIFICATIONS
- BA or BS degree preferred and relevant 3 plus years of experience in Client Services, sales, sales coordinator, sales support, or marketing.
- Ability to work as part of a team.
- Customer Service skills.
- Problem Management.
- Interpersonal skills
- ERP system experience (DEDON uses Microsoft Navision, soon to transition to Microsoft Business Central).
- Ideally -but not necessarily- some exposure to furniture business and have knowledge of the furniture market with a focus on high-end products and clientele. Alternatively, experience in a high-end market such as fashion, jewelry or travel is preferred.
- Understanding of general supply chain topics such as production and shipping lead times, outbound logistics and white glove delivery, and basic manufacturing.
- Outstanding communication and influencing skills.
- Highly pro-active and self-motivated.
- Excellent MS Office skills