keyboard_backspace Customer Service Operations Specialist - 1489595SE

Job Description

Lead the Customer Operations functional areas including Customer Service, Customer Service Operations, Customer Service Development, and Account Operations. Provide a premium service experience for our customers. Drive mutually profitable and sustainable growth through operational excellence.

Provide operational support for customer success, including: vendor and tool management; basic report generation; and general project management.

Vendor Management

• Support the management of our portfolio of customer service tools and partners
• — include both the call center agent experience (e.g. Salesforce) and the consumer experience (e.g. payments, order tracking)
• Create and monitor tickets & bug tracking based on feedback captured from call center agents
• Provide project management support for ongoing needs and capability roadmaps Planning & Reporting Support
• Partner with planning to provide monthly updated business forecasts to support call center staffing needs
• Compile regular (weekly & monthly) reporting, including call center performance metrics, case volume drivers, and staffing/budget management

Process Management

• Assist with the development of new frameworks and training materials
• Develop and maintain SOP's for common scenarios
• Partner with the site and merch teams to prepare talking points for upcoming events and/or disruptions (e.g. product launches)

Skills- Typical Office: This is a typical office job, with no special physical requirements or unusual work environment.

• 3 years of experience in project management, marketing operations, or associated fields in digital and customer relations
• Experience in customer service, and/or retail strongly preferred
• Familiarity with Microsoft Office (especially Excel); familiarity with Salesforce Service Cloud a bonus

Education

View job description for education requirements if applicable

Working Title

Customer Service Operations Specialist