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We are working with a well know and very successful streetwear brand who is seeking a Customer Service Manager to lead a dynamic team of customer service
executives. In this role, you will be responsible for overseeing day-to-day wholesale customer service operations, managing order entry, product allocation, ensuring seamless communication with the warehouse, monitoring shipments, and proactively communicate with customers.
Main Responsibilities Will Include:
- Lead, motivate, and manage a customer service team of 5-10 people to achieve high levels of performance and customer satisfaction
- Manage the accurate entry of customer orders into the system
- Oversee the allocation process and ensure effective communication with the warehouse to ensure timely order processing and shipment preparation
- Track the allocation of orders, monitor upcoming shipments and provide timely updates on delivery schedules to both internal teams and customers
- Collaborate with Sales, Logistics, and other relevant teams to address customer needs, resolve any issues, and ensure smooth order processing
- Continuously improve customer service processes; implement best practices to reduce delays, optimise order management, and streamline communication between team
- Provide regular performance reports on key metrics, including order fulfilment rates, customer satisfaction levels, and delays
- Develop and implement training programs for the customer service team
Person Specifications:
- Previous experience is essential
- Strong Communication
- Problem-solving abilities
- Experience in managing teams within a customer service or retail environment
- A focus on continuous improvement and operational efficiency is key
