Customer Service Manager

FAIT DISTRIBUTION SUMMARY

Fait Distribution is a family-owned and operated wholesale contact lens distributor and buying group. We pride ourselves in projecting a professional image to our customers that is both confident and enthusiastic. Our commitment to exceeding customer expectations and creating long lasting relationships is driven by our dedicated Associates. Being part of a family-owned company like Fait Distribution is something special. We’re a close-knit company where Associates are valued and truly drive and make an impact on our success. There are always exciting and new opportunities for you to advance your career and grow within our company. At Fait Distribution you will find a supportive and fast-paced environment with a fun work culture. We trust you will find employment here challenging, yet highly rewarding.

QUALIFICATIONS/ABILITIES:

· High School Diploma or GED diploma is required

· Call center customer service experience is preferred

· Proven prior direct leadership required

· Product and market knowledge as well as database experience is a plus

· Exhibit a true team player attitude; personable, professional, with a high level of integrity

· Give attention to detail that impacts profitability with a focus on quality

· Effectively manage several tasks at once. Must be flexible and work well under pressure and easily adapt to change

· Utilize strong written and verbal communications, along with a positive attitude and a strong work ethic

· Resolve conflict in a professional manner by employing problem solving skills

· Maintain high levels of personal accountability; and take responsibility for your own actions

· Display confidence and strive for high levels of accomplishment

· Listen, analyze, think quickly and logically ensure an expedient response to customer inquiries

· Develop accurate documentation and Phone Skills

RESPONSIBILITIES – HOW THIS POSITION SUPPORTS THE VISION include the following, but are not limited to:

· Manage, mentor, motivate and empower the Customer Service Team to deliver high-quality and timely support

· Support the career development of all Direct Reports and align them to their individual strengths

· Consistent management of Direct Reports in accordance with Fait’s policies and procedures

· Partner with Process Leads, Leadership and the Customer Experience Manager to create KPI’s for the number of calls answered, resolution times, number of orders processed etc.

· Ensure all Customer Service agents are meeting the KPI’s and points of service requirements

· Monitor individual and team performance, providing coaching opportunities as needed and administering annual performance reviews

· Regularly monitor service interactions for quality and adherence to company processes

· Ensure effective use of our ERP and service tools across the Customer Service Departments

· Provide regular training opportunities on product knowledge, ordering systems, and general Customer Service expectations

· Work alongside Customer Service Teams and Process Lead, providing constant feedback

· Conduct regular department meetings to cover new product launches, new Customer onboarding, updated processes and procedures etc.

· Optimize Customer Service workflows to enhance efficiencies

· Develop strategies to improve Customer satisfaction

· Ensure a seamless and efficient Customer journey from order placement to delivery

· Handle escalated Customer inquiries and complaints both effectively and professionally

· Work closely with Sales, Marketing, Logistics, and Product teams to align Customer Service strategies with business goals

· Drive process improvements to enhance efficiency, reduce errors, and improve overall Customer satisfaction

· Identify opportunities for a proactive Customer Service approach

· Recommend and implement system enhancements or tools to support a growing Customer base

· Assist in any task requested by either the Direct Team Leader or any person in Management/Leadership

· Work onsite at Company Headquarters for the entirety of your schedule

· Truly embody the cultural values of Fait; Flexible, Relational, Reliable, Responsive and Sincere

· Aligning to the expectations of Fait, including but not limited to, adherence to company policies, guidelines and processes

INDICATORS OF PERFORMANCE

· Efficient and accurate processing of Customer orders and inquiries

· Provide friendly, expedient, and accurate service to Customers both internal and external

· Adherence to points of service when taking phone orders

· System generated reports indicating average or above average phone performance numbers

· Continuous and timely process improvement and implementation for workflows within the approved budget

· Positive perception from co-workers, team leaders, customers, vendors, and/or suppliers

· Adherence to Fait’s policy on Attendance outlined in the Associate Guidebook

IMPROVING THE SYSTEM

All WVA Associates are responsible for documenting and fixing problems within the system. In addition, this role is responsible for improvement project participation, planning, communicating and implementing solutions where possible.

PERSONAL IMPROVEMENT

WVA will provide resources and support, relevant to the position, for education and training as needed. It is the Associate’s responsibility to seek approval, schedule and participate in education and/or training that will prepare him/her for present and future needs. A post training recap may be required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person