Assistant Customer Service Manager
Summary:
The Purpose of the Assistant Customer Service Manager is to improve processes of Design Production and to set standards in order to reduce errors and credits.
Primary Duties and Responsibilities:
Refine and monitors appropriate Key Performance Indicators (KPI's) to insure consistent product quality and departmental performance.
Create business specific quality measurements and track improvement against these metrics.
Complete process evaluation including identification of goals and areas where improvement is needed. Measure, assess, and follow-up on individual and team performance improvement. Regularly provide coaching in developing corrective actions. Identify areas of personnel training and report on needs to the trainer/manager.
Provide thought leadership on how to make quality a strategic competitive advantage for the company.
Ensure orders are processed through system in an appropriate time to meet both external customers and internal customers (production) needs.
Refine and monitor standards and measures that address 1) following order instructions 2) Quality of work 3) timeliness of order movement and reduce rework due to poor quality of work, incomplete instructions and not following instructions. Use metrics to ID improvement opportunities and give weekly updates to team leads.
Implement phone monitoring and feedback process for CSR’s
Work with Credit desk to analyze root cause of credit and implement training or process change that will address the issue.
Ensure pre-book orders move timely through Art/digitizing/swatch so that they are available to the floor during slow time.
Participate in annual review of CS team members.
Required Knowledge:
Basic knowledge of embroidery applied to caps and visors
Thorough understanding of manufacturing process and shipping methods
Computer literate, especially in database programs
Must possess the ability to manage data including where to find specific information in the internal system
Required Skills and Abilities:
Excellent verbal and written communication skills
Extremely organized with good attention to detail Advanced skills in Excel
Proficiency in Microsoft Office software
Ability to work in a team environment
Minimum Qualifications:
Bachelor's Degree in business or equivalent
3-5 years within an order-processing environment.
The Purpose of the Assistant Customer Service Manager is to improve processes of Design Production and to set standards in order to reduce errors and credits.
Primary Duties and Responsibilities:
Refine and monitors appropriate Key Performance Indicators (KPI's) to insure consistent product quality and departmental performance.
Create business specific quality measurements and track improvement against these metrics.
Complete process evaluation including identification of goals and areas where improvement is needed. Measure, assess, and follow-up on individual and team performance improvement. Regularly provide coaching in developing corrective actions. Identify areas of personnel training and report on needs to the trainer/manager.
Provide thought leadership on how to make quality a strategic competitive advantage for the company.
Ensure orders are processed through system in an appropriate time to meet both external customers and internal customers (production) needs.
Refine and monitor standards and measures that address 1) following order instructions 2) Quality of work 3) timeliness of order movement and reduce rework due to poor quality of work, incomplete instructions and not following instructions. Use metrics to ID improvement opportunities and give weekly updates to team leads.
Implement phone monitoring and feedback process for CSR’s
Work with Credit desk to analyze root cause of credit and implement training or process change that will address the issue.
Ensure pre-book orders move timely through Art/digitizing/swatch so that they are available to the floor during slow time.
Participate in annual review of CS team members.
Required Knowledge:
Basic knowledge of embroidery applied to caps and visors
Thorough understanding of manufacturing process and shipping methods
Computer literate, especially in database programs
Must possess the ability to manage data including where to find specific information in the internal system
Required Skills and Abilities:
Excellent verbal and written communication skills
Extremely organized with good attention to detail Advanced skills in Excel
Proficiency in Microsoft Office software
Ability to work in a team environment
Minimum Qualifications:
Bachelor's Degree in business or equivalent
3-5 years within an order-processing environment.
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