What are the responsibilities and job description for the Sales Support Manager position at HAVERHILL?
About Us
Haverhill is a renowned jewelry brand that specializes in creating exquisite, personalized pieces. Our commitment to quality and craftsmanship has earned us a loyal customer base worldwide.
We believe in providing exceptional products and unforgettable customer experiences. At Haverhill, we value innovation, teamwork, and excellence.
Job Description
We are looking for an accomplished Customer Service Manager to oversee our customer support team. The ideal candidate will have a proven track record of building and leading high-performing teams, as well as experience in customer service management or a related leadership role.
This position is primarily based in our Warren, RI office, with some flexibility for remote work. During peak sales periods, overtime may be required and is considered mandatory.
Responsibilities
- Supervise a team of customer service representatives, with the potential to scale the team over time.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Maintain updated knowledge of product offerings, promotions, new launches, and styling tips.
Customer Experience
- Own the end-to-end customer journey, from initial inquiry to post-purchase support, with a focus on delivering outstanding experiences.
- Provide styling advice, guiding customers in product selection while shopping live on-site or through scheduled virtual consultations.
Team Leadership
- Directly supervise a team of two (2) current Customer Service Representatives, with the potential to scale the team over time.
- Plan and implement growth strategies, which may include expanding the in-house team, managing an outsourced agency, or a blend of both.
