Evogen Elite Service Manager

This position is responsible managing the support team providing online support to customers via social media, online chat, phone and electronic communications as well as business to business sales. By utilizing a fundamental knowledge of customer experience management and sports nutrition products they will recruit and manage the Evogen Elite Service Rep team. This position supports direct communication and troubleshooting with upper manager, team members, and customers to ensure that a satisfactory and positive experience is provided to the Evogen D to C and B to B community.

Responsibilities include:

• Manage all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
• In collaboration with the Ecommerce management, gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
• Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success
• Effectively manage and develop assigned KPIs, payroll, and budget for the department
• Liaise with other departments to ensure smooth running of operations
• Develop & provide all relevant reports on performance metrics
• Create cross training programs within customer service and other departments
• Warehouse cross training curriculum: to fully understand the scope of the fulfillment process
• Product and compliance cross training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.

Team Skills & Communication

• Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
• Explain processes to new team members and advise on best practices
• Lead and develop the Evogen Elite Service team
• Work with the broader eCom management team to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement
• Create a nimble customer service organization that responds quickly to our customer’s needs

Requirements:

• 5+ years of experience leading customer-facing teams in a multi-channel environment
• Bachelor or master’s degree or similar years’ work experience
• Expertise in customer experience with a proven record of supporting customer-facing strategies driving customer satisfaction, tenure and revenue
• Able to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility
• Track record of successfully managing, coaching and mentoring Customer Service teams and delivering excellent Customer Service
• Good CRM experience related to Customer Service
• Project Management Experience
• Strong communication skills verbal, written, and visual
• Capable of streamlining and improving processes and troubleshooting
• Fluent English, other languages are a plus
• Budget management experience forecasting and productivity analysis
• Flexible and adaptable
• Self-starter attitude
• A positive outlook, promoting constructive responses to the challenges of work within their team
• Strong linkage with the Evogen’s mission statement

Preferred Qualifications

• 5-7 years of previous customer service experience
• Interest in health and nutrition and/or fitness implements
• Ability to obtain NSCA nutrition certificationExperience with:
• CRM
• ZenDesk
• SmartSheet
• Zendesk
• UPS, Fedex, etc
• Shopify

Job Type: Full-time

Additional Compensation:

• Bonuses
• Store Discounts

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off

This Job Is Ideal for Someone Who Is:

• Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
• Detail-oriented — would rather focus on the details of work than the bigger picture
• Achievement-oriented — enjoys taking on challenges, even if they might fail