Job Purpose
The Senior Director of Customer Service is responsible for leading and managing the customer service department. Uses their strategic and operational skills to build, design and maintain a system of programs and processes that maximizes productivity, leverages resources and complies with budget, ensuring a healthy operational climate.
Essential Job 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.
Job Requirements
- Foster a strong, customer-centric culture
- Experience with Order Management Systems in a Wholesale Management environment ( logistics, supply chain etc.)
- Experience developing an inside sales program – working with Independent Accounts to upsell etc.
- 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
Education And Experience
- Bachelor's degree 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.
Approved Salary Range $175,000 - $200,000
About Skechers
Skechers (NYSE: SKX), a global, Fortune 500® brand develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Developing comfort technologies is the foundation of all we do – delivering stylish, innovative, and quality products. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,200 company-and third-party-owned retail locations. Headquartered in Southern California, with offices and distribution centers around the globe, Skechers has spent 30 years helping people of all ages look and feel good.
Equal Employment Opportunity
Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.
Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing benefits@skechers.com.
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.
