Director of Customer Service

About Us

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).

AHD is growing rapidly and we are looking for an experienced and motivated Chief Operating Director of Customer Service to join our team! The Director of Customer Service is responsible for ensuring our customer experience is the best-in-class. We seek to elevate the client support experience through efficient, professional, helpful and timely communication. This leader will manager a team of Account Managers, Customer Service associates and will have strong cross-functional relationships with Operations and Sales leaders.

What you will do…

· 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.

What we are looking for…

· 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

· Bachelor’s degree required

· Five years of management experience in a wholesale/retail environment is required

We believe every employee should be rewarded fairly for a job well done! As an AHD employee, you will enjoy comprehensive healthcare coverage including medical, vision and dental care. Your financial well-being will be supported through our 401(k) retirement investment plan. Moreover, we offer a challenging & rewarding professional work environment.

The AHD employee benefits package includes:
• Medical
• Dental
• Vision
• 401(k) Retirement
• Paid Vacation Time
• Paid Holidays
• Life Insurance

Compensation:

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