Customer Service Supervisor

Job Summary:

The role of the Customer Service Supervisor is to deliver a best-in-class customer experience for the rag & bone community.  You will be the second point of contact for all the rag & bone ecommerce customers as well as assist with queries from the retail community.  It is essential that you are acting as a brand ambassador to ensure outstanding service, shopping experience, and product expertise.

Responsibilities:

• Responsible for reviewing and managing the team workload on an hourly basis to ensure brand SLAs and customer expectations are always achieved
• Provide support to the customer service agents with escalated calls and/or emails and respond accordingly – issuing compensation and/or refunds where appropriate
• Supports and coaches team to be able to take ownership to resolve customers' issues at first contact
• Ensure outbound orders and customer returns are processed accurately and within the agreed SLAs
• Anticipate, identify and resolve problems that could delay the release or movement of deliveries
• Support all reporting functions (weekly & monthly) productivity and sales reports
• Motivate the agent team to maintain and exceed sales and CSAT targets, as set by the business
• Ensure team are meeting and exceeding their targets from a quality and quantity perspective
• Work closely with Customer Service Manager, providing regular feedback on team and individual performance
• Oversee team’s attendance, conduct and daily performance - proactively addressing concerns in a timely and appropriate manor
• Work alongside peers to ensure necessary cover is allocated to tasks to ensure business SLAs are always achieved
• Monitor KPI’s which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goals
• Work with internal colleagues to improve service, knowledge, and solve a customer’s query in a timely, efficient manner
• Understand and exemplify the rag & bone brand philosophy and lifestyle
• Maintain a knowledge and understanding of all Policy and Procedure

Requirements: (skills, qualifications, education, etc)

• 1-2 years of multi-channel customer service supervisor experience, preferably in a DTC model
• Strong written and verbal communication skills
• Exudes a proactive, customer first, approach
• Capability to multi-task and operate multiple platforms simultaneously
• Ability to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customers may present

Rules we live by | Rules you live by

• Be a Good Human - Be original, be authentic. Stand for diversity, equitability & inclusivity.
• Have No Fear - Innovate, solve problems
• Own Every Decision - Work together, get results
• Quality Matters – Not only with product but we see it in our people
• Make S**t Happen - Be disciplined, be competitive

Benefits

• Paid Time Off
• Clothing Allowance
• Generous Employee Discount
• Paid Parental Leave
• Membership to Calm and access to other wellness benefits
• Medical, dental, vision and ancillary benefits
• 401k

The salary range for this position is $65,000- $70,000 based on experience and expectations.

rag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.