Director Of Customer Service

About the Company

Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell and distribute luxury home décor to interior designers as well as boutique/luxury retailers globally. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials); Pigeon & Poodle (home and bath accessories); Blue Pheasant (handcrafted tabletop products) and Thucassi (artisanal candles and fragrances).

About the Role

Reporting to the Chief Operating Officer, the Director of Customer Service is responsible for the ensuring our customer experience is best-in-class. We seek to elevate the client support experience through efficient, professional, helpful and timely communication. This leader manages a team of Account Managers, Customer Service associates and has strong cross-functional relationships with Operations and Sales leaders.

Responsibilities

· Create and implement strategic initiatives to continue to push our Customer Service to higher heights, helping the customer however and whenever they need assistance.

· Develop and maintain a structured, new hire training program and provide continuous learning opportunities for incumbent staff members.

· Manage productivity (through reviewing invoicing, sales to invoicing rations, canceled order rates, etc.) and set performance standards to meet company client service goals.

· Partner with Technology partners on system needs and sales data to support service initiatives.

· Train and coach employees to develop communications skills in the areas of email exchanges, conflict resolution, brand sales and presentation, etc.) in order to achieve high performance.

· Work with the Marketing staff on customer feedback regarding various tools (catalog, website, tear sheets, care cards, etc.)

· Respond professionally to escalated service inquiries with customers and sales reps and provide effective resolution.

· Partner with the management team to align the Customer Service team policies and systems with the company's objectives.

· Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department.

· Monitors programs and procedures to ensure on-time delivery and customer satisfaction.

· Maintains in-depth working knowledge of Ardmore Home Design systems and processes.

· Measures team performance and makes employment decisions with the support of HR.

· Provides feedback to the company regarding service failures or customer concerns.

· Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.

· Works continually towards self-development to stay current on Customer Service, sales and supervisory procedures & practices.

· Assists Customer Service Representatives, Account Managers, Sales Reps/Dealers to troubleshoot orders which require special handling.

· Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Ardmore Home Design process knowledge and strong negotiations/sales skills.

· Performs other related duties as assigned.

· Some travel is required.

Qualifications

· Excellent verbal and written communication skills.

· Excellent interpersonal and Customer Service skills.

· Excellent organizational skills and attention to detail.

· Strong analytical and problem-solving skills.

· Strong supervisory and leadership skills.

· Proficient with Microsoft Office Suite or related software.

Education and Experience:

· Bachelor’s degree required.

· At least five years of management experience in a wholesale/retail environment is required.

Physical Requirements:

The physical demands described here are representative of those that are required by an employee to successfully perform the essential functions of this job.

· While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms.

· The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

· Ability to work in open environment with fluctuating temperatures and standard lighting.

· Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.

· Required to use stairwells to attend meetings and engage with employees on multiple floors throughout building.

Other Considerations:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.

Compensation:

Starting annual salary: $170,000-180,000. Exact compensation may vary based on skills, experience, and location.

Job Type: Full-time

Pay: $170,000.00 - $180,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person