Director of Customer service (Crackerjacks) | ||||||||||||||||||||||||||
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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
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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:
Experience with the following systems is helpful:
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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