Job Details

About the job Customer Service Manager The Customer Service Manager leads our customer service team and is accountable for maintaining and continually improving our best-in-class customer experience, representing the voice of both Wholesale and Direct-to-Consumer (Web) customers across the business.This role builds brand loyalty by managing the team's daily, weekly, and quarterly objectives, owning all written and verbal customer communications, and leading the continual improvement of departmental processes, KPIs, workflows, and Standard Operating Procedures with a high degree of independence.Responsibilities:Manage team workload, priorities, and coverage so all cases and calls are answered in a timely manner and service levels are metOwn onboarding, training, coaching, and career development for Customer Service team membersMentor the team on Toad&Co's core values (Do the Right Thing, Optimism Rooted in Reality, Pride in Work, and Curious, Innovative & Resourceful) and model them in daily decisions and interactionsMaintain customer service and order management KPIs, hold the team accountable, and regularly report performance, trends, and opportunitiesOwn customer escalations, independently resolving common and complex issues within established guidelines and seeking leadership input on complex business decisionsChampion a best-in-class customer experience for Wholesale and Direct-to-Consumer customers, modeling exceptional service and providing hands-on support across all channels as neededOversee all Wholesale and Direct-to-Consumer customer communications, reviewing communications and maintaining system templates for accuracy, consistency, and brand voiceLead team meetings and facilitate problem-solving and decision-making on customer service and operational issuesEnsure orders are entered accurately with the correct order types, terms, Sales Reps, and pricing, and that order confirmations are sent promptlyPartner with Warehouse and Logistics on on-time shipping, proactively communicating style and shipping delays to customersRun oversold and allocation reporting so orders are allocated and drop to the warehouse on timeSupport the Wholesale business with sales meetings, tradeshows, and samples, including sending samples to customersServe as the team's point of escalation for related systems issues (ERP, integrations, Wholesale Sales Platforms, Returns platform and Ecommerce platform)Work with the team to become educated on products (features, fabric properties, usage, and care), ensuring the team can accurately educate customersShare customer trends and insights with cross-functional teams and partner with them to resolve root causes and improve processesOwn and continually improve departmental processes and maintain documented Standard Operating ProceduresSupport additional departmental projects as assignedQualifications:In Person in our Santa Barbara Headquarters5–10 years in customer service or customer experience, including demonstrated success leading and coaching a teamExcellent written and verbal communication skillsHighly organized, self-starting problem-solver who can prioritize multiple projects in a fast-paced environmentSound independent judgment and the ability to handle most unique situationsProficient in Microsoft Word, Excel, and Outlook, and quick to learn new systemsCollaborative across teams and departments while staying accountable for individual goalsNetSuite ERP, wholesale order management, and key account experience a plusGenuinely enjoys human interaction and goes above and beyond for customers and Toad&CoEmbodies Toad&Co's core values and can mentor others in themCompensation:$85,000–$100,000 annually plus a competitive benefits package that includes matching 401K, generous PTO, health and dental benefits.#J-18808-Ljbffr