Confidential Hiring for Customer Experience / Customer Service Manager at Goldsboro, NC Full Time

We’re looking for a talented and seasoned Customer Experience / Customer Service Manager to help delivery on our promise of being “Customer Obsessed”. You must thrive at solving customer problems, know how to look beyond the obvious for solutions, and be an excellent external and internal communicator. You also need to be nimble, creative, and persistent when it comes to ensuring customers are happy.

You will work across the organization to understand the strengths and opportunities of the brand. In addition, you must be analytical, tech-savvy, and able to work at a high level to build a “Customer Obsessed” culture. You’ll help us improve our processes and translate insights to create a best in class experience.

WHAT WE’RE LOOKING FOR

• 10+ years’ experience in retail customer service (DTC, Retail, or Wholesale)
• 3+ years’ experience managing a Customer Service department
• 3+ years’ experience with Zendesk or similar customer service management platform
• 3+ years’ experience with Shopify or similar E-commerce platform
• 3+ years’ experience with SAP or similar ERP system
• Excellent written and verbal communication skills (English Required)

WHAT YOU’LL DO

• Manage a team of wholesale and direct-to-consumer customer service agents.
• Answer customer tickets and phone calls in Zendesk by becoming our brand, product and logistics expert
• Issue customer returns, cancel orders when required, provide tracking updates, address order issues, and much more in our system.
• Support level 1 tickets and calls
• Act as level 2 support. Managing escalation of customer tickets and/or calls.
• Identify reoccurring tickets that can be resolved by adjusting company procedures.
• Identify and recommend front-end customer information (FAQs, Help Articles, etc.)
• Correctly enter information into Shopify, Zendesk, and SAP