AddressWho we are:
SÜK Workwear, a female founded Melbourne-based workwear brand with a passion for blending toughness with style. Since opening in 2019 we have experienced a tremendous amount of growth and are looking to build a team that takes us to the next level. As champions of authenticity over extravagance, we're dedicated to crafting workwear that resonates with hardworking individuals. We are searching for an innovative Customer Service Team Manager to lead our team in creating a phenomenal end-to-end customer experience with SÜK Workwear.
Position Overview:
Full time position (Monday to Friday)
Hybrid with at least two days in office per week
Leadership:
- Effective leaders know the value of staying "on the tools." This doesn't mean they micromanage or constantly perform tasks their team is responsible for. Instead, they too roll up their sleeves and perform the role alongside their reports, getting hands-on and gaining valuable insights into challenges faced by the team, fostering empathy and stronger decision-making. This ability to connect with the day to day demands of the role builds trust and inspires the team when they see their leader isn't afraid to get stuck in. This role has the firm expectation that 2 shifts a week minimum are spent performing the role of a Customer Service representative, so you stay abreast and in touch with the needs of your team and what is impacting them the most.
Customer service:
- Responding to customer enquiries via our CRM and aggregator platforms that utilises email, social media DM, live chat, and phone, providing tailored and exceptional assistance.
- Reviewing our internal platforms to ensure online orders are being promptly fulfilled, and proactively identifying and resolving ‘stuck’ orders where required
- Coordinating with our returns and warehouse team to ensure prompt order fulfillment and delivery.
- Collaborating with team members to address customer queries and identify opportunities for enhancing the customer experience.
- Staying informed about new product releases and restocks to effectively communicate this information to customers.
Responsibilities:
- Overseeing all aspects of our Customer Service operations across multiple platforms
- Lead and motivate a team of Customer Service representatives, fostering a positive and productive work environment.
- Coach and develop team members, providing ongoing training and mentorship.
- Monitor and analyze Customer Service metrics, identifying areas for improvement and implementing innovative solutions.
- Develop and implement strategies to enhance customer satisfaction across all touchpoints (phone, email, chat, social media).
- Utilize CRM systems to manage customer interactions and ensure efficient resolution of inquiries.
- Leverage your eCommerce expertise to troubleshoot online ordering and delivery issues.
- Partner with other departments to identify and address customer pain points.
- Stay up-to-date on industry best practices and recommend new technologies to improve processes.
Requirements/ Highly Desirable:
- 5+ years of eCommerce Customer Service experience
- 3+ years of leadership/ managerial experience
- Experience in handling an international customer base, with a focus on customers living in the US
- Familiar with our platforms:
- Shopify
- Gorgias
- Aftership
- Star Ship It
- CIN7/ DEAR
