Customer Service Manager - LaSalle Network

We have partnered with a haircare brand who is looking for a Customer Service Manager! This person will play a crucial role in shaping and enhancing the overall customer journey for current and prospective curly hair customers. In this hand-on, get-it-done role you are working collaboratively with the company Co-Founders, Marketing team and various third parties to ensure that customer satisfaction, retention and loyalty are monitored and maximized, to deliver a consistent customer experience across our client's brand. The successful candidate will have current experience delivering excellent customer service, as well as experience managing and leading other team members who are responsible for some aspect of customer service.

Customer Service Manager Responsibilities:

• Manage and respond to a high volume of customer inquiries across various platforms (customer service email inbox, Facebook, Instagram, etc.)
• Provide guidance, advice and recommendations on products and styling techniques, to help curly hair customers achieve their desired outcomes
• Help customers with technical issues related to product orders, including tracking of shipments, editing orders, canceling orders and properly understanding the ordering process
• Input and manage order reshipment requests expeditiously
• Create, conduct and manage consumer research initiatives to improve the customer experience
• Manage and address retailer and/distributor inquiries, as outlined in company procedures
• Monitor and escalate suspicious order transactions that violate company policy
• Identify customer experience best practices in our client's industry on an ongoing basis
• Develop ongoing gap analysis to identify variances between our current customer experience and industry best practices
• Develop a customer experience roadmap that addresses identified gaps, and can be updated as needed to achieve company goal
• Manage daily workflow within the customer service department
• Create and track customer service goals
• Supervise a small team of customer service specialists
• Hire and onboard new customer service employees
• Provide monthly share-outs with team members and stakeholders
• Develop training recommendations to enhance the customer service skills of team and present recommendations to company owners
• Lead monthly training meetings with internal departments to communicate customer service best practices and changes to policies and/or procedures
• Develop and manage internal guidelines for efficiency and consistency in the customer service journey

Customer Service Manager Requirements:

• Bachelor's degree in business, marketing, communications or a related field
• 5+ years of proven, quantifiable experience in key areas
• 2+ years in a customer service leadership role or a project management role across multiple projects
• 3+ years' experience providing customer service (e-commerce is a plus)
• 1+ year experience consulting people with curly hair about their hair care needs
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Proficiency in using customer experience and data management software and tools
• Strong leadership and team management skills

If you have the required experience, please apply today!

Thank you,

Ashly Wheatland
Project Manager
LaSalle Network

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.

LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets. LaSalle Network offers temporary Field Employees benefit plans including medical, dental and vision coverage. Family Medical Leave, Worker's compensation, Paid Leave and Sick Leave are also provided. View a full list of our benefits here: https://www.thelasallenetwork.com/wp-content/uploads/2024/04/Field-Employee-Benefits-LaSalle-Network.pdf