Skechers is a consumer-centric, strategic global brand with 4,500+ stores worldwide. Our product reaches consumers through our strong domestic wholesale footprint, from department to athletic and specialty stores while our international market continues to be our highest growth category. We welcome you to join our global team of strategically minded individuals with a culture that fosters leaders, creators, and collaborators.
JOB PURPOSE
The Senior Director of Customer Service is responsible for leading and managing the customer service department. Uses their strategic and operational skills to build, design and maintain a system of programs and processes that maximizes productivity, leverages resources and complies with budget, ensuring a healthy operational climate.
ESSENTIAL JOB RESPONSIBILITIES
Lead and manage the customer service department.Develop and implement customer service strategies, policies, and procedures aligned with the company's goals and objectives.Motivate, coach, and develop managers/supervisors and customer service representatives.Manage and optimize customer service processes and metrics, identify areas for improvement, including monitoring open orders to maximize sales.Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.Evaluate staffing needs to ensure service levels are met.Conduct regular team meetings and identify training sessions needed.Establish and maintain strong relationships with the Production, Allocations, Credit and Sales Management team.Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices.Identify opportunities for process optimization and implement continuous improvement initiatives.Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.Present regular reports and recommendations to senior management, highlighting areas of success, challenges, and opportunities for improvement.JOB REQUIREMENTS
Foster a strong, customer-centric culture.Strong leadership and people management skills, with the ability to motivate and develop teams.Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.Knowledge of customer service best practices, industry trends, and relevant technologies.Ability to be onsite daily.#J-18808-Ljbffr