Wholesale Customer Service Manager

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 13 days ago
Job Description
Job Summary The Wholesale Customer Service Manager is responsible for building a team that provides an exceptional experience to our wholesale customers. This role provides ongoing training and development, provides process and balances delegation of duties while maintaining a positive and productive working environment. The Manager is also responsible for being the executive sponsor in rolling out key channel business initiatives, owning the departments financial budget and working closely with cross functional stakeholders. Essential Responsibilities • Build, lead, coach and develop a first-class wholesale customer service team and provide ongoing performance management and development of the team • Partner with cross-functional business partners on key business initiatives; partner with Sales leadership on business planning and strategy for their respective sales areas • Work with customers and TOMS logistics team to ensure that fulfillment warehouses have the proper routing guides, packaging and labeling specifications • Design and implement Standard Operating Procedures (SOPs); Examples include: creating a vendor compliance process where chargebacks are tracked and analyzed, TOMS challenges customers where TOMS is not at fault; and appropriate action taken to correct errors and ensure future compliance • Partner with Sales Operations on implementing, testing and auditing discounts and/or promotions prior to launch or go-live; educate CSR team on discounts/promotions and timelines ensuring accuracy and auditing of all order • Work closely with Wholesale to collaboratively establish Key Performance Indicators (KPIs) and ensure KPI targets are achieved daily, weekly and or monthly • Provide timely feedback to customer service representatives and management as to performance relative to established goals and standards • Manage the USA and Canada wholesale product returns process, ensuring expected timeliness, service, cost, visibility and accuracy • Manage customer service and staffing levels by evaluating incoming customer contacts versus CSR bandwidth & skill set • Support sales team by driving end of period results; operate as the lead for the wholesale customer service team adjusting levers, as needed, in an effort to achieve and exceed EOM and EOQ targets • Proactively determine the analytical requirements of the Wholesale Sales team; design and deliver reporting to meet their requirements, including specific dashboards • Conduct sales and returns analysis to understand trend and opportunities for improvement. Communicate findings and recommendations Requirements & Qualifications • Customer Centric Mentality • Strong leadership, management and mentorship capabilities • Ability to develop new procedures, polices and reporting tools to simplify and improve operations • Strong analytical and problem solving skills; ability to synthesize data into comprehensive reports for all levels of staff • SAP Experience required Education & Experience • Minimum of 5+ years experience in footwear or apparel industry, with a minimum of 5 years of management experience. Specialty and Department Store experience a plus. • B.A./B.S. in business or technical area is preferred; advanced degree desirable • 5+ years in a wholesale customer service is required Travel Requirements • Up to 5% of time EEO Statement • TOMS is an equal opportunity employer and will consider applicants with criminal histories in a manner consistent with the requirements of the ordinance. • Back Share • • • • • Apply Now