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Customer Care Manager

Surya is a passionate mix of fashion and vision. The high-speed pace is thrilling; the challenges come quickly; the opportunities are limitless. We hire world-class talent and embrace creative ideas and diverse abilities.

The Manager, Customer Care Center is responsible for the strategic planning, management and execution of all customer experience and call center processes. The manager’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call/chat/email and sms performance, increased use of resources and adaptation of new technologies to increase efficiency, and achievement of metrics.

 

Principle Responsibilities Include:

  • Set a vision and clearly articulate our desired customer experience.  Develop a plan to set that vision in motion including people, process and technology.
  • Identify, prioritize, manage and implement initiatives to improve the customer experience and improve quality across the customer facing processes
  • Streamline order management processes by automating existing processes to timely and accurate order entry and shipment
  • Identify ways to improve efficiency of order-to-cash process
  • Continuously review workflow to determine process enhancements.
  • Monitor escalation volume and trends to find root-causes.
  • Work to reduce the incoming support volume through knowledge base, FAQs, online training, and customer forums.
  • Develop strong QC and training programs to ensure high level customer experience.
  • Provide strong, dynamic leadership; mentors, develops, and guides team members to efficiently leverage the value of every call for maximum conversion
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Manage metrics, ensure customer satisfaction, and report statistical performance levels related to call center operations
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Coordinate analytic, strategic and technical resources to meet client expectations
  • Manage and expand client and coworker relationships

 

Requirements:

  • BS/BA degree with excellent academic performance.
  • 7-10 years of experience with a minimum of 4 years of customer care experience in roles of increasing responsibility preferably in a high-growth organization known for exceptional service.
  • Project and process improvement experience to utilize Six Sigma and Lean methodologies to drive process improvements
  • Study or examine data in detail, and draw appropriate conclusions. Manage to avoid failures and resolve in timely manner.
  • Excellent understanding of ordering, returns, refunds and customer satisfaction drivers.
  • Exceptional management and relationship building skills.  Success in client services, customer management, and building scalable, automated systems to track and improve customer engagement in the ecommerce industry.
  • Brand evangelist. You’ll have to be fired up about what we are about.
  • Proven track record in setting a vision for unique and compelling customer experiences, inspiring others to get behind the vision, and ultimately delivering an experience that is simply awesome.
  • Ability to work onsite daily in our corporate headquarters in Cartersville, GA.  
    • Ask me about our vanpool with stops in Atlanta and Buckhead!

 

 

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