Senior Director Customer Service

Skechers is a consumer-centric, strategic global brand with 4,500 stores worldwide. Our product reaches consumers through our strong domestic wholesale footprint, from department to athletic and specialty stores while our international market continues to be our highest growth category. We welcome you to join our global team of strategically minded individuals with a culture that fosters leaders, creators, and collaborators.

JOB PURPOSE

The Senior Director of Customer Service is responsible for leading and managing the customer service department. This role uses strategic and operational skills to build, design, and maintain a system of programs and processes that maximize productivity, leverages resources, and complies with budget, ensuring a healthy operational climate. Experience in customer service management within a manufacturing or wholesale environment in the footwear and apparel industry is critical to success in this role.

ESSENTIAL JOB RESPONSIBILITIES

• Lead and manage the customer service department
• Develop and implement customer service strategies, policies, and procedures aligned with the company's goals and objectives.
• Motivate, coach, and develop managers/supervisors and customer service representatives
• Manage and optimize customer service processes and metrics, identify areas for improvement, including monitoring open orders to maximize sales.
• Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.
• Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.
• Evaluate staffing needs to ensure service levels are met.
• Conduct regular team meetings and identify training sessions needed
• Establish and maintain strong relationships with the Production, Allocations, Credit and Sales Management team.
• Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices
• Identify opportunities for process optimization and implement continuous improvement initiatives.
• Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.
• Present regular reports and recommendations to senior management, highlighting areas of success, challenges, and opportunities for improvement.

JOB REQUIRMENTS

• Foster a strong, customer-centric culture
• Knowledge of customer service best practices, footwear and apparel industry trends, and relevant technologies.
• Strong leadership and people management skills, with the ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.
• Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.
• Ability to be onsite daily

EDUCATION AND EXPERIENCE

• Bachelor's degree degree preferred.
• Minimum of 5-7 years of experience in customer service management, preferably in a manufacturing or wholesale environment within the footwear and apparel industry.
• Proficiency in customer relationship management (CRM) systems and data analysis tools.

Compensation for this role is salaried at $175,000 - $200,000 per year.