Customer Service Management

Three Designing Women, L.L.C. is the innovator and leader in the custom impressions and imprintables industry.  Our unique products have been featured in some of the top magazines in the United States as well as featured on the Today Show and Good Morning America.  We manufacture and distribute product to over 2,000 retail locations, as well as some of the top online retailers in the United States, Mexico and Canada.  Our featured products included self-inking custom stamps, embossers, and designer stationery. 

We currently have a Customer Service Manager career opportunity at our manufacturing facility in Carrollton, Texas.  Our growth has been rapid and constant over the three years the company has been in business.  The current trend in development and distribution of our designer products are in the large box retailers, national chains, and substantial online retail websites.

Purpose of Position:

The Customer Service Manager position has been created to assist us in our rapid growth and to introduce a new level of service to the retail industry from the manufacturing side.  The key areas of development in this department include staff management, systems design and implementation, and management of product flow and customer interaction.  It is our ongoing goal to be the manufacturer who delivers exceptional product, on time, with the highest quality of customer care in any industry.

Primary Responsibilities:

·         Manage daily activities

o   Data Entry

o   Invoicing

o   Customer care

o   New Account Setup

·         Train and development Staff

o   Customer service – etiquette

o   Follow up with customer requests  

o   Dispute resolution

o   Product knowledge

o   Inside Sales

o   Company policies

·         Departmental Analysis

o   Monitor performance levels and work to achieve departmental

    goals with performance indicators.

o   Error rate reduction

o   Peak Season staffing and training needs

o   Order Flow and management

o   Project departmental needs for ongoing development with national

    chains

o   Waste reduction

·         Management Functions

o   Weekly, monthly, and annual reporting to the Director of

    Operations

o   Auditing transactions for accuracy and timeliness

o   Approve and process customer returns and generate credit memos

o   Customer communications

§  Quarterly newsletter

§  New product releases

§  Operational changes

§  Initial “New Customer� training for online ordering system

§  Customer feedback surveys

o   Employee Management

§  Conduct annual employee evaluations

§  Hire and train new employees

§  Document and counsel

§  Employee retention and reward programs

Skills and Competencies:

·         Ability to be fair and professional in dealing with staff and customers

·         Adaptable to rapid changing priorities and growth strategies

·         Communicate in clear and concise manner (written and verbal)

·         Organized, efficient, self-directing

·         Ability to foster strong relationships between departments

·         Respectful of all employees, department heads and senior management

·         Knack for “listening� attentively and formulating thoughts and responses

·         Level headed, low intensity, and supportive management style

Education and Qualifications:

·         Demonstrate prior experience in Customer Service Management and

        leadership

·         8+ years in Customer Service – Retail Experience and call center experience

        is very helpful

·         Intermediate to advanced knowledge of Microsoft Office Professional,

        Quickbooks or similar accounting software.

·         Adaptable to technology – software programs, E-business

·         Exceptional problem solving  and analytical skills

·         Open minded, friendly, supportive, and creative

·         Ability to Lead by Example, not always by directive!

If you interested in this position AND have the necessary skills and talents to effectively manage and improve our Customer Service Department, we would like to speak with you…but first, please visit our website www.threedesigningwomen.com to get a detailed understanding of who we are and what we do.  Contact must be made ONLY by email, no phone calls – we will contact you if your qualifications meet our requirements.