This position is responsible for supervising VS and D 2 C customer service and overall department sales operations through direct supervision of customer service. Primary responsibility is to increase business through multiple sales channels and to meet company customer service goals. Primary focus is to support department by supervising our customer service team, Yumraising, Tracing, Agent Support, and sales support staff. The pay range for this position at commencement of employment is expecte... more details
Work is Sweet!
'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service. See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service.
Job Description Summary:
This position is responsible for supervising VS and D2C customer service and overall department sales operations through direct supervision of customer service. Primary responsibility is to increase business through multiple sales channels and to meet company customer service goals. Primary focus is to support department by supervising our customer service team, Yumraising, Tracing, Agent Support, and sales support staff.
The pay range for this position at commencement of employment is expected to be between $60,000 to $65,000 per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
Job Description:
Job Description:
Promotes a “customer first” culture and commitment to delivering outstanding results for all customers while focusing on See’s principles.
Provides guidance and leadership to theVolume Savings customer service, Ecommerce customer service team,Yumraising, and sales support team. Holds weekly pre-shift meetings to drive business and motivate sales and service representatives, while identifying and removing barriers.
Ensures orders are processed accurately and on schedule. Responsible for keeping Salesforce account data updated and accurate.
Develops staff through performance management; inspires and motivate the team by creating an environment of recognition and positive coaching. Responsible for ensuring the team is fully trained and crossed trainedon all See’s order types and procedures. Monitors calls and coaches for improved performance. Documents and delivers corrective actions plans on an ongoing basis. Authorized to recommend disciplinary action up to and including employee termination.
Ensuresteam has adequate staffing at all times, protecting customer experience and sales.Communicates any gaps in staffing to VS Sales Operations Manager.
Enhances department performance through customer service, general assistance, and organizational support on a daily basis.Completes administrative duties including attendance performance, payroll, and monthly safety topics.
Handles escalated calls in a timely manner; investigates and resolves issues to ensure exceptional customer experience. Partners with Field Sales, Inside Sales, Shops, Fulfillment, and E-commerce to develop strong partnerships to ensure customer needs are always met. Acts as team liaison with other departments to resolve customer and employee issues.
Responsible for the recruitment and hiring of new employees. Assists with developing and updating training materials. Provides ongoing coaching & feedback through call monitoring and recordings. Conductsclassroom training sessions.
ProvidesVolume Savings Support Manager ongoing assistance report on department activities and KPI’s.
Establishes principles for change and maintains change momentum through employee communication, engagement and development. Also learns from, measures and sustains change results.
Performs special projects as assigned by management.
Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.
All See’s staff must be committed to the company’s core principles and workplace values, including diversity and inclusion.
Minimum Qualifications:
Minimum of three to five years supervising cross functional teams.
Experience working with LTL delivery/customer service preferred.
Salesforce or other CRM experience preferred.
Competent using technology to improve work efficiency. Super-user proficiency with the full MS Office Suite, including Word, Excel, PowerPoint, Outlook and video conferencing platforms.
Experienced in both classroom and on-the-job training.
Strong organizational skills and ability to handle multiple tasks.
Excellent verbal and written communication skills.
Ability to adapt leadership style with internal/external customers.
Critical thinker with the ability to analyze and recommend solutions.
Provenability to learn new technologiesquickly and manage change efficiently, proactively and in a positive manner.
The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
See's is an EOE See’s will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).
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