What are the responsibilities and job description for the Customer Service Manager position at Down Right Merchandise?
WHO WE ARE
Down Right Merch is a full-service entertainment merchandise company. From product development, to production and fulfillment, we have our clients covered each step of the way. We build custom web-stores, provide tour merchandise and retail distribution for our creative partners across the globe. With decades of experience and a dedicated, knowledgeable team, we offer a tailored approach to each project and unwavering dedication to bring our clients' brand to the masses.
WHO YOU ARE
You’re someone seeking to make an impact and see the results of your work to help grow and foster relationships. You enjoy being creative and overcoming any obstacle to find success. A natural leader, you thrive on developing high-performing teams both in-house and internationally, and empower others to succeed.
WHAT YOU’LL DO
- Leadership & Team Management: Lead and manage a diverse team of customer service representatives, including both in-house and international employees. Provide mentorship, training, and support to ensure team success.
- Operational Excellence: Oversee ticket-to-close ratios, daily goals, and departmental KPIs. Monitor team performance to ensure alignment with company objectives, SOPs, and maintain a high standard of customer satisfaction.
- Customer Experience: Act as the escalation point for all customer service-related issues, ensuring prompt resolution and maintaining a customer-first approach.
- Collaboration: Work interdepartmentally with e-commerce operations, account management, and fulfillment teams to address and resolve customer service concerns effectively.
- Tools & Systems: Utilize Asana, HelpScout, Klaviyo, or similar tools to streamline workflows, manage tasks, and enhance communication across teams.
WHAT YOU BRING
- Experience: Minimum of 5 years in customer service and at least 2 years in a leadership role.
- Skills: Strong organizational, problem-solving, and communication skills. Demonstrated ability to manage and inspire a team.
- Tech Proficiency: Experience with Shopify, Shipstation, Asana, HelpScout, Klaviyo, or adjacent software platforms is highly desirable.
- Global Perspective: Proven ability to manage and collaborate with international teams, ensuring seamless operations across multiple time zones.
- Customer Focus: A passion for delivering exceptional customer experiences and continuously improving processes to exceed expectations.
TECH STACK
- G-Suite, Slack, Asana, HelpScout, Klaviyo, MacOS
APPLICANT EXPERIENCE: We value the candidate experience and want you to know what to expect from the team at Down Right Merch. For this role, we expect that you will participate in a series of 2 interviews.
WHAT THIS ROLE OFFERS
- Annual Salary ($55-$65k) USD based on experience
- 10 Holidays per year
- Health: medical, dental, vision - employee and dependents
- PTO and SICK TIME: team members are encouraged to rest, relax and take time for personal pursuits
EQUAL OPPORTUNITY EMPLOYER
Down Right Merchandise, LLC is committed to an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate based on race, gender, gender identity, sexual orientation, national origin, disability, age, or other legally protected status’.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Application Question(s):
- What type of workplace culture do you thrive in?
Ability to Commute:
- Methuen, MA 01844 (Required)
Work Location: Hybrid remote in Methuen, MA 01844
Salary : $55,000 - $65,000