Job Details
Customer Service Supervisor page is loaded **Customer Service Supervisor**
**Customer Service Supervisor**
locationsKing of Prussia, PA - Home Office time typeFull time posted onPosted 10 Days Ago job requisition idR24248 Sugartown Worldwide LLC
King of Prussia, PA- Home Office
Pennsylvania**Job Description**
Customer Service is a part of the Retail Stores and Customer Experience Department. The Department represents a key link between the consumer and the rest of the company. Through direct interaction, customer feedback and reporting, the Customer Service Supervisor must know the Lilly Pulitzer consumer implicitly and translate this knowledge into opportunities for the business. Ultimately, the customers experience with the brand will encourage our current consumer base to engage with the brand on multiple channels, increase their average annual spend, while also attracting new consumers.
The Customer Service Supervisor will lead the team in delivering an A+ personalized experience that will delight the Lilly Pulitzer customer, leading to increased spend levels and high retention. The Customer Service Supervisor will prioritize the consumer and solve for any current or foreseeable issues. The Customer Service Supervisor will lead the team to success by defining and executing KPIs, sharing customer sentiment and identifying opportunities, while being the best in class in customer experience. The Customer Service Supervisor oversees the training of the Customer Service team as well as the experience of all consumers that contacts us through the call center, including Ecommerce, Retail, Wholesale, and internal consumers.
**The Customer Service Supervisor Job Functions**
* Develop and execute on the Customer Service strategy and goals, driving sales and excellent service through the call center.
* Continuously innovate and expand upon the customer experience to ensure best in class service when she contacts Lilly Pulitzer via the call center or email.
* Provide exceptionally solution-oriented Customer Service to Customers on all customer facing platforms. Including but not limited to, phones, emails, live chat, SMS, and social media.
* Maintain high service level standards as defined (e.g., answer all emails within 24 hours of receipt).
* Develop staffing plan, coach, and motivate new Customer Service Associates to achieve goals related to sales, service, and productivity.
* Set appropriate metrics to measure the overall effectiveness of the call center.
* Apply innovative tactics and creative thinking that promotes consumer engagement: measuring results and building on successes.
* Turn consumer knowledge into actionable results for the company. These initiatives should motivate our current consumer to increase her connection with the brand and result in an increase in average annual spend.
* Partner with the Digital and Operations teams on new technology and advancements as well as test and implement technology that improves customer service functionality.
* Ensure that the call center has the competencies, bandwidth, and capability to service our online customer during peak periods as well as extended hours
* Develop a staffing plan for peak periods to ensure the team can support the increase in customer inquiries and touchpoints.
* Define KPIs and appropriate metrics to measure the overall effectiveness of the call center.
* Define clear objectives, milestones, and measurements for the Customer Service Department to achieve.
* Partner with the Retail Operations Manager on operational opportunities and needs for the Customer Service team.
* Collect and share customer sentiment and feedback to ensure the customers voice being heard. Identifying these opportunities will help to continuously evolve the customer experience.
* Master platforms and systems the Customer Service team is supporting. Including but not limited to, Salesforce Service Cloud, Natterbox, Business Tools, ABS and Manhattan EOM,
* Build strong relationships with multiple departments, including but not limited to, Retail Store Operations, Ecommerce, Accounting, Technology, Fulfilment Center, Marketing, Promotions and Talent Development.
* Create and manage Divisions of Responsibility (DOR) for the Customer Service team
* Manage all audit required operations to ensure compliance with company policies and guidelines
* Review Customer Service daily alerts (e.g., On Holds, Fraud, SO/2D, etc.) and determine resolutions.
* Create reports as needed on sales, returns, and operational data.
**SKILLS REQUIRED TO PERFORM SUCCESSFULLY:**
* This position requires strong leadership skills, as the Customer Service Manager is leading a large team, in a rapidly changing environment.
* Strong customer service or CRM background.
* Demonstrated experience with developing and innovating in the customer service space and leading in a growing and changing industry.
* Proficiency with Microsoft Office, Word , Excel.
* The ability to perform a high volume of transactions accurately with limited supervision.
* Comfort in dealing with new technology and systems.
* The ability to perform multiple projects simultaneously.
* Excellent attention to detail, follow-up, and organizational skills.
* Exceptional solution-oriented nature.
* Strong and palpable sense of urgency for implementing courses of action
* Ability to be mobile for extended periods of time.
**EDUCATION AND EXPERIENCE REQUIRED:**
* Generally, 6+ years of progressively more responsible experience in sales or customer service experience including prior supervisory/management experience..
* Degree in information systems, logistics, retail merchandising, business, or other closely related subject.
* A strong understanding of the retail industry and the ability to seek and understand trends.
* Ability to understand data flows and understand how stock levels and product data is captured and populated on the website
**MISCELLANEOUS:**
* This position is classified as full-time salaried. This position is exempt and not eligible for overtime. This position is eligible for standard company fringe benefits.
* Given the seasonality of the business, this position may require flexible, additional working hours during peak periods.
* This position is based in King of Prussia, PA.
* This position is reviewed annually.
**Lilly Pulitzer is an Equal Opportunity Employer.**
**Lilly Pulitzer participates in E-Verify. Details in . Right to Work Statement in .**
**California Applicants**, please click to review the CCPA notice.