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Sr. Director Customer Service
| Company | Skechers |
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| Location | El Segundo, CA, USA |
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| Salary | $175000 – $200000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Foster a strong, customer-centric culture
- Strong leadership and people management skills, with the ability to motivate and develop teams.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.
- Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.
- Knowledge of customer service best practices, industry trends, and relevant technologies.
- Ability to be onsite daily
- Bachelor’s degree preferred.
- Minimum of 5-7 years of experience in customer service management, preferably in a manufacturing or wholesale environment within the footwear and apparel industry.
- Proficiency in customer relationship management (CRM) systems and data analysis tools.
Responsibilities
- Lead and manage the customer service department
- Develop and implement customer service strategies, policies, and procedures aligned with the company’s goals and objectives.
- Motivate, coach, and develop managers/supervisors and customer service representatives
- Manage and optimize customer service processes and metrics, identify areas for improvement, including monitoring open orders to maximize sales.
- Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.
- Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.
- Evaluate staffing needs to ensure service levels are met.
- Conduct regular team meetings and identify training sessions needed
- Establish and maintain strong relationships with the Production, Allocations, Credit and Sales Management team.
- Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices
- Identify opportunities for process optimization and implement continuous improvement initiatives.
- Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.
- Present regular reports and recommendations to senior management, highlighting areas of success, challenges, and opportunities for improvement.
Preferred Qualifications
No preferred qualifications provided.
