Client Services Manager

JOB SUMMARY

The Client Services Manager will manage the Client Services operations, which deals directly with sales representatives, purchasing agents, designers, and end-consumers to fulfill orders for high end outdoor furniture. This department is the first point of contact for the client and must offer a luxury experience, consistent with our brand and products. The Client Services team is responsible for the fulfillment of complex, often custom, extremely high-end furniture, often going to exotic and hard-to-reach destinations. The DEDON client is high net-worth, frequently makes purchases from the best brands in the world and is accustomed to a seamless purchasing experience.

This position will: develop, track and report key performance measurements for the team; develop and implement process and procedures to improve operational efficiency; train, mentor and manage a team of approximately 8 Client Services Representatives (CSR's), while maintaining the highest luxury experience for the client.

DUTIES AND RESPONSIBILITIES

• Client liaison and support for our US, Canada, and Latin American markets, as well as support of our sales teams, consisting of 20 showroom sales personnel, 40 retailers, and 8 hospitality rep groups.
• Management of a team of up to eight Client Services representatives in charge of handling the order fulfillment process.
• Develop the service level provided by the team according to best-in-class standards, consistent with the luxury experience to which our clients are accustomed.
• Improve and implement productivity standards for Client Services processes.
• Develop and monitor KPI's and business reports.
• Understand key performance indicators and adhere to the departmental objectives, set goals and expectations, and prioritize activities to ensure timely execution and implementation.
• Carry out functions and deliverables and ensure adherence to the Client Services policies, guidelines, and procedures of the department.
• Initiate and coordinate with concerned departments for the appropriate or standard responses to client inquiries or concerns.
• Represent Client Services in Management Meetings, including strategy meetings designed to grow the business.
• Participate in furniture shows to represent the company when needed.

JOB SPECIFICATIONS

• BA or BS degree preferred and relevant 3 plus years of experience in Client Services, sales, sales coordinator, sales support, or marketing.
• Clear exposure to leadership tasks, ideally within a Client Services and/or claims team.
• Show a successful track record of regular process improvements.
• Demonstrated excellence with an ERP system (DEDON uses Microsoft Navision, soon to transition to Microsoft Business Central).
• Ideally -but not necessarily- some exposure to furniture business and have knowledge of the furniture market with a focus on high-end products and clientele. Alternatively, experience in a high-end market such as fashion, jewelry or travel is preferred.
• Understanding of general supply chain topics such as production and shipping lead times, outbound logistics and white glove delivery, and basic manufacturing.
• Outstanding communication and influencing skills.
• Highly pro-active and self-motivated.
• Excellent MS Office skills

Benefits to Working at DEDON:

• Employee only medical insurance, Short Term Disability Coverage, Long Term Disability Coverage and Life Insurance all available at no cost to the employee.
• Catered lunch Monday through Thursday every week
• $5 a week to use for drinks and food in our snack market. Along with free coffee, tea, and hot chocolate.
• We value team culture with flexibility, honesty, and an open-door policy.
• 401k with fully vested company match begins with first paycheck.
• 2 weeks of PTO to start, 3 weeks after 1 year, and 10 paid holidays. Holiday pay and PTO begin immediately upon hire.
• Educational Reimbursement and opportunities to grow your career and move up within the company.
• Paid bereavement, jury duty, and maternity leave.
• $100 in health incentive reimbursement
• Donation matching up to $100
• Employee only furniture sales with deeply discounted items.
• And more!

Salary : $55,000 - $65,000