Customer Service Manager

Seeking an experienced Customer Service Manager in the supplement industry!

This Jobot Job is hosted by Jessica Taylor

Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume.

Salary $65,000 - $75,000 per year

A Bit About Us

Our company was founded on the principles that you must never settle for second best. This doesn't mean you must win every show or contest you enter. This doesn't mean you need to even enter a show or contest. However, this does require you should strive to be your personal best, and never second best to your potential. This philosophy is why you have a vision for your physique and walk into the gym every day with intensity and drive. You want to be elite.

Hany Rambod trains Damen Evans at WESTCA in San Jose, Because you are not alone, our mission is to guide you on this journey. We are here to give you the tools to be your best and nothing less. Our CEO Hany Rambod has helped take biggest stars from Hollywood and world's best physique competitors to the next level and beyond because of this simple philosophy. He doesn't chase them down just like we won't chase you down. They seek his help like you seek our help because existing as second best to your potential just won't cut it.

Why join us?

Pay $65,000.00 - $75,000.00 per year

Benefits

401(k)

401(k) matching

Dental insurance

Employee discount

Flexible schedule

Health insurance

Paid time off

Vision insurance

Job Details

This position is responsible managing the support team providing online support to customers via social media, online chat, phone and electronic communications as well as business to business sales. By utilizing a fundamental knowledge of customer experience management and sports nutrition products they will recruit and manage the Evogen Elite Service Rep team. This position supports direct communication and troubleshooting with upper manager, team members, and customers to ensure that a satisfactory and positive experience is provided to the Evogen D to C and B to B community.

Responsibilities include

Manage all daily activities with Evogen customers with high quality service and in designated Service Level Agreement

In collaboration with the Ecommerce management, gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service

Outline the service journey to achieve the customer experience vision, including key benchmarks and measures of success

Effectively manage and develop assigned KPIs, payroll, and budget for the department

Liaise with other departments to ensure smooth running of operations

Develop & Provide all relevant reports on performance metrics

Create cross training programs within customer service and other departments

Warehouse cross training curriculum to fully understand the scope of the fulfillment process

Product and compliance cross training curriculum in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.

Manage loyalty system and help build out rev targets and growth

Develop and manage system for Athlete Packages and Welcome Packages

High level management of departments innovation and development

Liaise with other departments to create surveys, customer personas and customer journey

Develop and manage first box order experience for customers

Manage team of Evogen Elite service Supervisors and Managers ensuring Kpi's are met.

Team Skills & Communication

Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.

Explain processes to new team members and advise on best practices

Lead and develop the Evogen Elite Service team

Work with the broader eCom management team to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement

Create a nimble customer service organization that responds quickly to our customer's needs

Requirements

5+ years of experience leading customer-facing teams in a multi-channel environment

Bachelor or master's degree or similar years' work experience

Expertise in customer experience with a proven record of supporting customer-facing strategies driving customer satisfaction, tenure and revenue

Able to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility

Track record of successfully managing, coaching and mentoring Customer Service teams and delivering excellent Customer Service

Good CRM experience related to Customer Service

Project Management Experience

Strong communication skills verbal, written, and visual

Capable of streamlining and improving processes and troubleshooting

Fluent English, other languages are a plus

Budget management experience forecasting and productivity analysis

Flexible and adaptable

Self-starter attitude

A positive outlook, promoting constructive responses to the challenges of work within their team

Strong linkage with the Evogen's mission statement

Preferred Qualifications

5-7 years of previous customer service experience

Interest in health and nutrition and/or fitness implements

Ability to obtain NSCA nutrition certification

Experience with

CRM, Gorgias, SmartSheet, Zendesk, Shopify, UPS, Fedex, etc.,

Survey Monkey, 3pl Central

Interested in hearing more? Easy Apply now by clicking the "Apply" button.