Customer Care Manager
OAK+FORT
Vancouver, British Columbia, Canada
12d ago

Since our inception in 2010, OAK + FORT has curated collections that reflect our design philosophies. OAK + FORT is a belief that fashion should be uncomplicated and thoughtfully designed.

We are not distracted or fettered by trends. We will continue to provide attainable luxury to like-minded individuals.

POSITION SUMMARY

Customer Care at OAK+FORT follows three guiding principles :

  • To promote sales, sell through, and conversion on all OAK+FORT ecommerce platforms via our customer facing channels
  • To provide an unparalleled level of customer service and support to our client base while building brand loyalty that maximizes eCommerce revenue
  • To provide a pipeline of customer feedback and metrics to the Ecommerce, Warehouse, and Retail teams to better customer experience
  • As the Customer Care Manager, you will be responsible for building and maintaining the customer care team at OAK + FORT. You will be a thought leader in shaping customer experience and service policy.

    As a subject matter expert on customer sentiment, you will work alongside cross functional partners to directly impact OAK + FORT’s ecommerce sales strategy.

    RESPONSIBILITES

    LEADERSHIP AND DEVELOPMENT (25%)

  • Manage team motivation and productivity to meet sales and operations targets
  • Hire, coach and mentor agents to develop skills in critical thinking, problem solving, and escalation management
  • OPTIMIZATION AND STANDARDIZATION (25%)

  • Work cross functionally with Ecommerce, Warehouse and Retail teams to optimize workflows and maintain consistent levels of service
  • Work in partnership with the Customer Care Supervisor to develop standard operation procedures (SOPs) and training assets
  • CUSTOMER CARE OPERATIONS (25%)

  • Resolve high level escalations and troubleshoot enquiries as needed
  • Work in partnership with the Customer Care Supervisor to delegate customer care tasks and manage key performance indicators (KPIs)
  • INSIGHTS ANALYSIS (15%)

  • Develop reporting tools to provide insights and KPIs for product feedback, retail, ecommerce, and warehouse teams
  • Attend monthly ecommerce meetings to review post sales customer feedback and sentiment
  • ADMINISTRATION (10%)

  • Develop and manage annual budget for the Customer Care team
  • Review weekly ecommerce payment reconciliation reports and provide relevant information to the Accounting team as requested
  • CORE KPI’S

  • Email Ticket Response Rate
  • Live Chat Response Rate
  • Commission Sales by Rep
  • Ecommerce Return Rate
  • REQUIREMENTS

  • 2+ years of Customer Care or Online Retail Management experience
  • Ability to adapt quickly to business needs and wear multiple hats
  • Ability to develop optimization strategies and think “big picture†while managing day-to-day tasks
  • Strong written and verbal communication skills
  • Project Management experience with cross-functional teams
  • Experience with developing training materials and SOPs
  • Experience with change management and implementing new processes
  • Experience working with senior management and C-Suite level executives
  • Intermediate Excel Skills
  • Zendesk Experience (Preferred)
  • Netsuite Experience (Preferred)
  • Leadership

  • Ability to influence, secure confidence and support others through : building credibility and presence; asserting your own ideas in an effective and appealing way;
  • listen and collaborate effectively with team members and taking accountability.

    Business Skills

  • Organization : Ability to maximize productivity for oneself and for employees by providing structure, systems, clarity, frameworks and focused objectives as well as managing time and priorities effectively
  • Demonstrates acute business acumen (i.e., analyzing, problem solving, planning, negotiating and persuading to make smart business decisions)
  • Communication Skills

  • Ability to clearly express ideas verbally and in writing, both in individual and group situations
  • Adjusts language, terminology and approach to meet the needs of the intended internal / external audience
  • Relationship Building

  • Ability to build constructive and effective relationships with the store team, peers, customers, and relevant partners; team-oriented.
  • Professionalism

  • Ability to present ideas, recommendations and knowledge in a professional, organized, simple and understandable way; display professional conduct overall and consistently, maintain objectivity, discretion and confidentiality.
  • Apply
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