Senior Customer Care Manager

DÔEN is a Los Angeles-based line inspired by nostalgia for the California of decades past. Our mission is to create lasting, beautiful collections while supporting women-identifying individuals in all aspects of our organization, supply chain, and community. We strive to connect with our customers, build an open community, and foster relationships with the inspiring individuals who wear our clothes throughout their lives. We work with domestic and overseas manufacturers who share our values and commitment of gender and social equality as well as giving back by partnering with foundations that directly benefit their employees and surrounding community. Dôen is an equal opportunity employer, and we celebrate inclusivity, equity, representation, and belonging in the workplace. We strongly encourage candidates who identify as people of color, people with disabilities, LGBTQ+, and/or gender non-conforming to apply.

This position is classified as: Exempt, $120K/Annual
 
 
Duties and Responsibilities
 
Ecommerce
 

Responsible for the day-to-day performance of our multichannel (i.e., email, phone, web, chat, and social media) Customer Care Dept.

Lead a team of Customer Care Representatives in the execution of their daily roles and responsibilities.

Lead, develop, and inspire a multi-channel order/wave optimization to achieve both customer expectations and organization objectives.

Lead the team in addressing customer inquiries and follow-ups for order, inventory, product, styling and policy inquiries via phone, email and chat.

Prepare & review reports and manage optimal daily/weekly/monthly workflows.

Improve and/or develop key operating metrics and develop if not tracked/by coaching, mentoring, training, and developing the team by using a variety of tools and processes.

Lead, coach, and mentor the Customer Care Reps to set daily site workload priorities.

Organize workflows to ensure that employees understand their duties and delegated tasks.

Complete performance reviews, coaching documentation, and corrective action notices as necessary to document performance and conduct.

Ensure site is updated with FAQ’s and any business process changes, workload changes, updates to the Customer Care Knowledgebase, and potential impacts to the customers experience.

Lead and collaborate on special projects – such as system optimizations and new process rollouts in support of the organization

Partner with cross functional teams to ensure service to customers are at optimal levels across all aspects (ie: Ecommerce, Communications, Marketing, DC, Retail and Operations).

Identify and implement ongoing process improvement initiatives (SOPs).

Set standards and promote streamlined communication with our customers as well as across internal teams (Maximizing Gladly, Netsuite, Returnly and Global-E).

Ensure optimal post-purchase experiences including order tracking, order processing, returns and cancellation processes and contribute feedback to optimize these processes through system or process enhancements.

Partner cross-functionally with Operations and Retail teams to optimize omnichannel order & return processes, ensuring a seamless customer experience across all channels.

Utilize analytics and primary dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic business goals

Communicate site defects to e-commerce team leadership and partner with cross-functional teams to resolve and QA site issues related to Customer Care experiences.

Other tasks are assigned as needed to support business needs.

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Responsible for NetSuite: Order Entry, Order Updates/Style/Color updates.

Will partner with Finance team for Invoicing, payment requests, invoice inquiries and reconciliations. 

Will work with Operations on all EDI related entries and processing.

Responsible for Customer Interface including account set up, order changes, order updates etc. (Associate Account Executive will chase/follow up when issues arise, but primary correspondence will sit with Senior CC Manager).

Will partner with Logistics and Operations on management of shipping and forwarder inquiries.

Will be responsible for placing orders for existing and new wholesale customers as needed and responsible for distribution of order confirmations.

Order submission process includes:

-Size breakdown summaries and detail by partner/door for production
-Price lists and style list/templates including product info requirements 
-NAP production/DC templates
Partner with Associate Account Executive to audit orders following system entry.

Management of non-direct wholesale platforms (ie: VEX for Net-a-Porter) will include shipping documentation and prep, related shipping approvals and management of trackers /system updates with POD, tracing info etc.

Partner with Logistics on all Product Certification requirements (ie: certificates of origin and content request).

Work with Operations to help the team problem solve any technical issues and streamline internal resources and processes.

Partner with Associate Account Executive and Production team to complete various vendor forms related to product info (sustainability requirements, product testing and attributes).

Other tasks are assigned as needed to support business needs.

 

5 years of Customer Care management/ Knowledge of customer care principles and best practices/supervisory experience.

Bachelor’s Degree preferred.

ERP systems experience (NetSuite a plus) and experience managing external agents.

Must have strong knowledge of Fashion, E-Commerce, and Direct-to-Consumer Fulfillment.

Demonstrated ability to lead, teach, train, mentor team.

High degree of teamwork providing the outmost respect for all staff.

Ability to communicate effectively with peers, co-workers, and other personnel.

Able to follow set procedures and help identify improvements/ gaps.

Ability to solve problems in a practical, methodical way while preserving sense of urgency.

Ability to work in a fast-paced environment, where managing multiple tasks is essential.

Strong organizational skills, communication, and interpersonal skills.

Exceptional attention to detail, Strong and creative problem solving, relationship management, planning, communication, and analytical skills.

Support new customer onboarding by way of introduction and answering any questions as they get set up in our system.

Ability to be flexible and out of the box in an evolving and exciting new role.

Performs other job-related job tasks, work assignments and/or special projects as directed and assigned.

Ability to hold customer care team accountable through coaching to company standards and ensure their personal success.

Passionate about working for an inclusive, values driven brand.

Ability to foster an inclusive and respectful working environment.