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Consumer Customer Service Supervisor

Company: Olukai
Location: Irvine
Posted on: June 26, 2019

Job Description:

Responsibilities include but are not limited to: Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized Supervise and assist with customer service team activities to include:-- Answering calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges. Provide the team with coaching and related feedback to exceed customer expectations, build customer loyalty and take advantage of sales opportunities. Enhance customer service by regularly evaluating service, systems and procedures present improvements to manager as needed Return all phone calls and respond to all emails promptly within 24 hours Supervise the warranty and replacement orders process Lead the team to proactively anticipate customer's needs and provide solutions Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences Run and review daily, weekly and monthly reports and present to management. To include Full circle, Shopify Plus and HappyFox Respond in a professional and courteous manner to escalated consumer customer service inquiries, requests or complaints to reach an effective resolution Other duties and projects as assigned -- Knowledge, Skills and Abilities Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests Must be able to multi-task and work in a fast-paced environment Self-motivated leader Exceptional attention to detail Team player, enthusiastic positive can-do attitude Excellent written and verbal communication skills Ability to maintain effective working relationships both internally and externally -- Qualifications Bachelor's degree required --3-5 years Customer Service Supervisor experience Full Circle, HappyFox and Shopify Plus experience a plus Experience working with a service desk or ticketing tool is preferred Proficient in MS Outlook and Excel Hours vary Monday-Saturday, varied overtime required

Keywords: Olukai, Pasadena , Consumer Customer Service Supervisor, Hospitality & Tourism , Irvine, California

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