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.
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 + FORTâ€™s ecommerce sales strategy.
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
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
Email Ticket Response Rate
Live Chat Response Rate
Commission Sales by Rep
Ecommerce Return Rate
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 â€œbig pictureâ€ 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)
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.
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)
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
Ability to build constructive and effective relationships with the store team, peers, customers, and relevant partners; team-oriented.
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.