Customer Service Operations - Lead

Company Profile

San Antonio Shoemakers (SAS), a San Antonio, Texas based privately held company, has been in business for over 40 years and has developed a reputation as a premier American manufacturer of high quality comfort footwear. 

Position

SAS has an opening for a Customer Service Operations-Lead. The Customer Service Operations Lead will motivate the customer service team in order to drive new service level enhancements, promote revenue growth, increase productivity and efficiencies within processes, policies to help further improve deliverables on customer service standards.

Customer Service Operations Lead will maintain a strategic and tactical partnership with our Wholesale customers, and eCommerce and Retail consumers while strategically aligning all business channels for the best customer experience and efficiencies wherever possible.

Job Responsibilities

• Maintain objectives for the call center’s day-to-day activities, focused around efficiencies that support our service level agreements and customer satisfaction
• Maintain training and implement technical training sessions on a monthly, quarterly, and yearly basis
• Identify and implement customer service process improvements to help promote productivity, efficiency, effectiveness, and morale
• Implement effective plans/schedules to maximize the productivity of resources (people, technology etc.) working with CASA leadership. 
• Ensure that escalated customer issues are handled effectively and efficiently.
• Provide KPIs (Key Performance Indicators) on a daily, weekly, monthly, quarterly and yearly basis to CASA leadership.
• Prepare and communicate key reports for different departments and upper management
• Learn and display competency in all roles within CASA
• Retirement/Event certificates
• Become a special make up process and return process subject matter expert.
• Other duties as assigned

Job Qualifications  

• Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook)        
• Have excellent interpersonal skills and a collaborative work style
• Analytical mindset and business acumen to consistently identify areas for improvement
• Customer-centric mindset to implement solutions and enhance the overall customer experience
• Salesforce Service Cloud, Salesforce Commerce Cloud experience/subject matter expert
• Be open to change when necessary to move the department forward
• Have open and honest communication with team members and management
• Have urgency when noticing verbiage and or actions that do not hold up to our core values and service level expectations

Physical Requirements

• Must be able to lift 30 lbs.
• Must be able to sit or stand for 8 – 10 hours.
• Manual dexterity and coordination  
• Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects. 
• Comfortable using a computer.

Education & Experience Requirements

• High school diploma or equivalent, some college coursework preferred.
• Requires 1-3 years of related experience.
• Proficiency in Microsoft Office-Word, Excel, PowerPoint, Outlook. Internet navigation tools required.
• Call center experience in the retail/wholesale industry or with consumer product goods is a plus.
• Experience with Microsoft Dynamics 365 is preferred.

I have read and understand the duties, responsibilities and qualifications of this position and acknowledge that I can perform the essential functions of the job with or without an accommodation.  I also understand that this is a summary of this position’s duties and other responsibilities may be assigned as the company deems necessary.

SAS is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/ Affirmative Action Employer, making decisions without regard to-race, color, religion, gender, gender identity or expression, sexual orientations, national origins, disability status, age, marital status or protected veteran class. No phone calls or agencies please.