Client Services Manager

Client Services Manager

APPARATUS is a New York-based design studio that explores the relationship of lighting, furniture and objects in immersive environments, threading the historical and the cultural through a modern lens.

The Client Services Manager is responsible for the management and delivery of excellent service to our clients in relation to after-sales care and damages. The role includes answering questions, resolving issues, and providing guidance on our products and services. This position is the key liaison between Sales and Manufacturing in representing APPARATUS to clients dealing with damages or troubleshooting needs.

Responsibilities

• Key point of contact for after sales needs, includes responding to a wide range of client inquiries and troubleshoot requests by phone and email.
• Utilize new and established resources to respond to inquiries regarding damages, delivery issues, installation, electrical questions, etc.
• Resolve client issues in a timely and efficient manner, ensuring that clients receive excellent service.
• Develop a deep knowledge of APPARATUS product, both technical and aesthetic, and be able to speak to our product in an expert-level way.
• Identify trends and pain points in client service needs and collaborate with leadership to address and build sustainable solutions.
• Maintain and update database of issues, troubleshoots and solutions by product.
• Provide product and service information to client.
• Work cross-functionally to resolve complex client issues when required, developing an understanding of which decisions stakeholders need to weigh in on, and facilitating those conversations efficiently.
• Work with SVP : Operations and key stakeholders to continue building the foundation for the Client Services department as the needs of the business evolve and grow.

Skills

Experience

Work Schedule

Performance Review And Check-Ins Schedule

Salary from $90,000

This is a full-time position with competitive compensation and benefits. We are an Equal Opportunity Employer. Position is based in our New York studio. Must be legally authorized to work in the U.S. without sponsorship.