Director of Customer service (Crackerjacks)
Job#: *LI-RH1
Positions: 1
Posted: 04/17/2014
Job Type: Full Time
Location: New York, NY
Department: Customer Service
Category: Customer Service
Salary: Salary
Benefits: Full Benefits
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Job Description

Fab is recruiting for a Director of Crackerjacks (customer service).

Reporting to the Senior Director of Logistics Operations, the Director of Crackerjacks will lead Fab’s renowned Crackerjack Team in providing world class service for customers of this global, e-commerce retail business.

The Crackerjacks are a pioneering team of customer service representatives who respond rapidly to meet the needs and concerns of each of Fab’s customers and guarantee smiles.

The Director of Customer Service will be responsible for all aspects of ensuring the Crackerjacks are successful in delivering world class service including accurate forecasting of staffing, providing metrics to improve efficiency, identifying and implementing process improvements, and ensuring that Fab uses the information from customers to improve all aspects of its business.  The Director will also be responsible for engaging the high-energy Crackerjacks through coaching and developing the talent of the team.

This role is best suited for someone who has analytic depth, expertise in process improvement and the ability to communicate issues across functions and recommend business solutions in varied operational settings, from customer service, to retail, to marketing, to logistics.   The ideal candidate should be both highly analytical and experienced in human resource issues, including coaching, compensation, and career pathing.  Some familiarity with payroll management is an advantage.  The Director should have the gravitas to communicate and advocate for both customers and Crackerjacks across the organization.

Experience

  • You have experience managing, hiring, and training teams including developing incentive programs, managing schedules and a wide-variety of responsibilities, driving review processes, and managing to career pathing goals
  • You are a strong manager of interpersonal team dynamics, able to gather inputs and manage relationships to increase communication and teamwork
  • You are rigorous in clearly defining, tracking, and training on processes
  • You are able to investigate issues to determine patterns and root causes, and have a strong ability to problem solve and put solutions in place
  • You understand how customer service is connected to all parts of the organization, can build strong relationships across the organization, and are able to mobilize and coordinate across departments to quickly resolve any urgent customer issues
  • You are able to identify and communicate systems improvements and report on bugs
  • You understand the unique demands of customer service and are willing to be available weekends and evenings to resolve any issues
  • You have an analytical background in either finance, human resources, or operations (or all three!)                                                                                                        
  • You have deep expertise in Excel and analytics, with the ability to not only track but define new metrics to more accurately measure the business
  • You have implemented and heavily used a wide variety of tracking systems, either customer databases, HRIS, sales and finance.
  • Comfortable owning all dashboarding efforts from start to finish, including data collection, tracking, analyzing and informing teams of key KPIs to drive action.                                                                                                                                                  
  • You have experience handling, managing and getting value from disparate and new datasets.
  • You are a strong and sophisticated communicator.                                    

 





Skills/Requirements

 

•    Minimum of a Bachelors degree in disciplines such as Economics, Finance,

•    Proven analytical and quantitative skills.

•    Previous experience in analyzing complex data sets, either customer service related or human capital related.                                       

•    Advanced Excel skills are mandatory.

                               Experience with the following processes is helpful:

 

  • Managing and tracking social media feedback
  • Refunds and returns
  • Fraud
  • Warehouse and 3rd-party vendor logistics
  • White Glove shipments
  •  International shipments
  • UPS claims
  • Shipment costs (trade-off decisions to balance providing a high-level of service with protecting the bottom line)
  • Net Promoter Score
  • Payment declines
  • Website troubleshooting           
  • Ability to understand metrics associated with customer service process and efficiencies
  • Familiarity with data systems and ease in learning new systems
  • Strong writing and presentation skills

 

Experience with the following systems is helpful:

 

  • Desk.com
  • SalesForce
  • LiveOps (phone systems and setting up call routing flows)
  • UPS QuantumView
  •  Warehouse Management Systems
  • Payment Systems (Braintree, PayPal)
  • Timeclock Systems
  • Google Forms and Spreadsheets

Work ♥

Fab's mission is to brighten people's lives with design.

Fab offers a collaborative work environment, employee discounts, and the ability to help lead and influence a fast growing global company.

•    At Fab you will experience:

•    The chance to work with a pioneering and exciting eCommerce company

•    Competitive pay and employee benefits package

•    Work with a dynamic international team

•    Ability to develop your self and your career

Fab. Smiles. Guaranteed.

 

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