What are the responsibilities and job description for the Customer Service Manager position at The People Brand?
Location : Los Angeles, California
Industry : Apparel & Footwear
Channels : Direct-to-Consumer (DTC) & Wholesale
Job Summary :
We are seeking an experienced and customer-focused Customer Service Managerto lead and
enhance our service operations across both Direct-to-Consumer (DTC) and Wholesale channels.
This role will be responsible for managing the customer service team, ensuring seamless support
across multiple touchpoints, and optimizing processes using Zendeskand NetSuite. The ideal
candidate is a proactive leader with a passion for delivering exceptional service, strong problem-
solving skills, and a deep understanding of the apparel and footwear industry.
Key Responsibilities :
Lead and manage the customer service team, providing training, coaching, and performance
evaluations to ensure excellent service delivery.
Oversee customer interactions across email, chat, phone, and social media, ensuring prompt
and professional responses to inquiries, order issues, returns, and exchanges.
Develop and implement best practices for DTC and Wholesale customer service, balancing
efficiency and high-touch engagement for different customer segments.
Monitor and analyze customer service metrics, identifying trends and opportunities for process
improvement to enhance customer satisfaction and retention.
Manage and optimize Zendesk and NetSuite workflows, ensuring seamless integration with
order management, inventory, and fulfillment systems.
Collaborate with sales, operations, fulfillment, and e-commerce teams to resolve customer
issues efficiently and improve the overall customer journey.
Handle escalated customer complaints, working to resolve disputes in a timely and professional
manner while maintaining brand integrity.
Develop and maintain a knowledge base and self-service resources to enhance efficiency and
reduce customer inquiries.
Work closely with the wholesale sales team and retail partners to manage bulk orders,
invoicing, shipping logistics, and compliance with contractual agreements.
Ensure compliance with company policies, industry regulations, and customer service best
practices to maintain high operational standards.
Stay informed on industry trends, competitor strategies, and customer expectations to
continuously improve service offerings and brand loyalty.
Qualifications & Skills :
- 5 years of customer service management experience, preferably in the apparel and
footwear industry.
and Wholesale businesses.
insights.
environment.
Compensation & Benefits :
80,000 - $85,000 a year
Salary : $80,000 - $85,000
