Customer Care Supervisor

Position : Customer Care Manager

Company is a fun and fast paced entrepreneurial organization with advancement opportunities for individuals looking to develop their career potential.

We are the exclusive licensee for Viking Culinary products both in stores and across ecommerce platforms. Consistently seeking to learn and be the best possible partner to our retail customers, we are motivated by constant improvement that makes it easy for our customers to rely on us as a solutions provider that can deliver results.

We offer a competitive benefits and compensation package which includes medical, dental, vision and life insurance, a retirement package, vacation, bonus opportunities and more.

Position Overview :

The Customer Care Manager is directly responsible for overseeing our customer care and order entry team. The position subject matter expert for all order processing, both manual entry and via EDI.

There is close communication with both the business team and the warehouse team to ensure accurate and on-time shipments.

They are responsible for overseeing order entry accuracy and communicating and resolving any issues together with the business group within established service lead times.

This is a shared services role that supports all three divisions of Company : Retail, Uniform, & Food Service. The position is also responsible for management of consumer customer service / warranty claim interactions with an emphasis on resolving customer issues in a way that reduces warranty claims.

The Customer Care Manager oversees the RMA team and process to both process RMAs, as well as call out trends and concerns to the product development team.

The successful candidate is self-motivated with an entrepreneurial spirit and the ability to proactively identify solutions that improve our performance as a vendor.

The position is full-time on-site and is based in the Carson, CA. There is no relocation.

• Responsible for the day-to-day supervision of the Customer Care team and ensures that all are providing quality work and quality communication.
• Ensure all order entries, sales orders, customer emails, and inquiries are handled with a sense of urgency by following the established procedures to ensure high levels of accuracy and service to our highly valued customers.
• Communicate with customers and business teams to reduce backorders and increase sales through alternative product selection or updates as to when product will be back in-stock
• Process, issue, and manage the daily open order report to make sure that all orders are shipping complete and on-time. Update the system as necessary to keep ship dates accurate and communicate changes with the customer and business teams.
• Reduce late order shipments by proactively calling out issues identified on the open order report to the necessary business team stakeholders
• Ensure full circle communication with consumers, setting clear expectations through updates confirming order receipt, entry, shipment, and tracking
• Resolve escalated product or service issues by clarifying the customer's complaint; determining the root cause; selecting and explaining the best solution to solve the problem;

expediting correction or adjustment; follow up to ensure resolution.

• Hire, train and retain the Customer Care Associates and RMA Warranty Claims Associate that will represent the culture and values.
• Conduct regular performance evaluation reviews, establish department and individual goals, create, and maintain SOPs to ensure all adhere.
• Maintain and analyze department KPIs and ensure SLA's are met.
• Ensure all RMA Warranty Claims, Returns, and Credit requests are handled within the established timeframe, and are aligned standards and requirements.
• Ensure all order entries, sales orders, customer emails, and inquiries are handled with a sense of urgency by following the established procedures to ensure high levels of accuracy and service to our highly valued customers.
• Plan and develop customer service and RMA initiatives to improve the customer's experience.
• Manage and maintain multiple eCommerce vendor portals. Work closely with shipping / warehouse on order fulfillment, inventory integrity, and other related operational functions such as Amazon, Marketplaces, and Shopify.
• Maintain and distribute daily reports to various internal and external departments.
• Ensure all Zendesk tickets are addressed professionally and accurately within the established timeframe.
• Partner with the EDI Support Team to address any issue that prevents a sales order from transmitting into our ERP system;

ensure orders are free and clear of errors and successfully upload for processing.

• Review and confirm various web orders to ensure credit card transactions are free and clear of red flags.
• Keep the departments informed, trained, and engaged with new products, promotions and services offered.
• Collaborate with internal and external partners to ensure customers' expectations are being met, issues are being addressed in a timely manner, and adhering to the established SOPs.
• Foster and encourage teamwork, collaboration, positivity, motivation, and a can-do attitude supporting the culture.
• Other tasks and duties as assigned

Required Qualifications :

• Associates or Bachelors Degree
• Extensive proficiency with Microsoft Excel, including pivot tables, vlookup and other advanced functions, as well as the full suite of Office products.
• Knowledge of Zendesk or similar communication portal
• Excellent problem solving and analytical skills
• Ability to investigate, troubleshoot and address processing issues to streamline workload and improve efficiency
• Ensure effective communication between the customer service team and both the business units and consumer end users
• Knowledge of Amazon Vendor Central use and functionality
• Ability to maintain composure, while de-escalating potentially contentious consumer interactions while resolving warranty or use questions
• Quick learner with the ability to multi-task in a fast pace, ever changing environment
• An innate sense of urgency
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously

Desired Skills and Experience

The Customer Care Manager is directly responsible for overseeing our customer care and order entry team. The position subject matter expert for all order processing, both manual entry and via EDI.

There is close communication with both the business team and the warehouse team to ensure accurate and on-time shipments.

They are responsible for overseeing order entry accuracy and communicating and resolving any issues together with the business group within established service lead times.

This is a shared services role that supports all three divisions of Company : Retail, Uniform, & Food Service. The position is also responsible for management of consumer customer service / warranty claim interactions with an emphasis on resolving customer issues in a way that reduces warranty claims.

The Customer Care Manager oversees the RMA team and process to both process RMAs, as well as call out trends and concerns to the product development team.

The successful candidate is self-motivated with an entrepreneurial spirit and the ability to proactively identify solutions that improve our performance as a vendor.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.

We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.