Customer Service Operations Associate - King of Prussia, United States - Lilly Pulitzer

Description

Customer Service Operations Associate page is loaded **Customer Service Operations Associate**

**Customer Service Operations Associate**

locationsKing of Prussia, PA - Home Office time typeFull time posted onPosted 30+ Days Ago job requisition idR24138 Sugartown Worldwide LLC

King of Prussia, PA - Home Office

Pennsylvania**Job Description**

Customer Service Operations is a part of the Retail Operations and Communications Department and supports Customer Experience. The Retail Stores and Customer Experience Department is responsible for the complete Sunshine customer experience from end to end. This Department additionally represents a key link between the Consumer and the rest of the company. The Customer Service Operations Associate is the backend support for this department. Focusing on Operational opportunities, communication to the team, reporting and process improvements.

**Customer Service Operations Associate:**

The Customer Service Operations Associate will focus on ensuring the Customer Service team is operationally sound and supported. Inclusive of a strong knowledge of all Customer Service platforms, reporting and backend functionality. This role also includes a strong partnership with multiple departments and should funnel pertinent information to the Customer Service team.

The Customer Service Operations Associate will oversee documentation, processes, rollouts, promotional information, and communication to the team. This person will work with other departments on Customer sentiment, process, and reporting updates. Additionally, the Customer Service Operations Associate will funnel information from Customer Service to other Departments and vice versa.

The Customer Service Operations Associate has four primary objectives:

Support daily operations for the Customer service team and ensure the Customer has a seamless experience. This includes weekly Customer Service communication, customer service reporting, customer facing communication, order issue resolution, efficiency rollouts, training manuals, and recaps. Master daily systems and identify functionality and process opportunities and solutions. These platforms include Natterbox, Salesforce Service Cloud, Manhattan OMS, Business Tools. Manage Customer Service communication platform and ensure the team is up to speed on all necessary information. Play a key role in identifying Operational needs and opportunities in processes. Additionally, update and implement these changes.

**RESPONSIBILITIES:**

Support daily operations for the Customer service team and ensure the Customer has a seamless and best in class experience. This includes daily and weekly Customer Service communication, Customer service reporting, customer facing communication, order issue resolution, efficiency rollouts, training manuals, and recaps.

Review and innovate within current communication tools

+ Review current methods of communication used by consumers and rate effectiveness, functionality, and usage

+ Recommend upgrades and/or new technology to better serve our consumer faster, easier and in a more personalized manner

Develop strong multi-department relationships

Look for and develop process and procedure enhancements

Provide daily and weekly reporting on customer touchpoints and backlog cases as needed

Identify reporting needs, build, and maintain necessary reports

Master daily systems and identify functionality and process opportunities and solutions. These platforms include Natterbox, Salesforce Service Cloud, Manhattan OMS, Business Tools.

Research, develop and implement enhancements to current Customer Service communication tools, as well as develop necessary process improvements for better efficiencies to the Customer Service experience. (Ex: SMS/Text Messaging, Social Customer Service, etc.)

Understand and be proficient in all processes and training documentation the team currently uses. Update these process, create/update documentation and roll out to the team

Manage Customer Service communication platform and ensure the team is up to speed on all necessary information.

Own the Customer service sharepoint platform and continue to build out and maintain the site

Provide daily, weekly, and one-off communication to the Customer Service team

Organize and maintain the Customer Service platform and tools

Play a key role in identifying Operational needs and opportunities in processes

Partner with multiple departments to identify and create change based on customer service team needs and customer sentiment.

Additional responsibilities include:

Assist with the Quarterly, Annual and SOX audits by Oxford Internal Auditors and Ernst and Young.

Build strong relationships with internal departments, including IT, Accounting, Planning, Fulfillment Center, Ecommerce, Retail and Marketing.

Comply with all Company policies and procedures.

Support daily operations for the Customer Service team. Inclusive of frequent communication, updates and reporting

Streamline processes and day to day functionality.

**SKILLS REQUIRED TO PERFORM SUCCESSFULLY:**

This position requires strong problem solving and organizational skills.

Proficiency in using personal computers, including proficiency in Microsoft Office, Word , Excel. Power Point

Proficiency in all platforms and systems Customer Service currently uses. This includes Salesforce Service Cloud, Manhattan OMS, Business Tools, Natterbox, ABS, Fraud

Ability to prioritize projects and multi-task to achieve productivity and business goals.

Excellent attention to detail, follow-up and organizational skills

Exceptional solution-oriented nature

Solution oriented mindset The ability to perform multiple projects simultaneously and manage time effectively.

Ability to handle difficult interactions with direct consumers.

Strong and palpable sense of urgency for implementing courses of action.

The ability to perform a high volume of transactions accurately with limited supervision.

Comfort in dealing with new technology and systems.

Identify functionality opportunities as well as ongoing system upgrades directly related to Customer Service

Understand the Lilly Pulitzer customer, lifestyle, and positioning in the marketplace

Work in a team setting and achieve results through collaboration and sharing

Excellent communication, presentation, and delegation skills.

Excellent time management and organizational skills.

Excellent attention to detail.

A strong understanding of the retail industry and the ability to seek and understand trends

Ability to master the Manhattan EOM ordering system

Ability to understand SCI reports, data corresponding to all CSR actions

Ability to master the EREG POS system, along with any new POS systems that are implemented.

Ability to master current platforms, including but not limited to Natterbox, Salesforce Service Cloud, Manhattan, Cyber

Ability to understand the Oracle OCP

**EDUCATION AND EXPERIENCE REQUIRED:**

Generally, 2+ years previous customer service, sales, communication, retail experience with supervisory experience preferred.

Bachelors degree in retail merchandising, communications, logistics, general studies or other closely related subject

Ability to understand data flows and understand how stock levels and product data is captured and populated on the website

Ability to work comfortably and productively in all MS Office Applications

A working knowledge of an e-commerce back-end system is helpful.

Pleasant, friendly, and engaging speaking voice

Ability to communicate well over the phone and email

**MISCELLANEOUS****:**

This position is classified as full-time salaried. This position is exempt and not eligible for overtime. This position is eligible for standard company fringe benefits.

Given the seasonality of the business, this position may require flexible, additional working hours during peak pe