Sr. Director Customer Service

Senior Director Customer ServiceOverviewTalentoHC has partnered with a global footwear and apparel Fortune 500® brand that connects with consumers, from its innovations to inspirational movements to hire a Sr. Director of Customer Service. This key position is based in Manhattan Beach, CA. The Senior Director of Customer Service is responsible for leading and managing the customer service department. This role uses strategic and operational skills to build, design, and maintain a system of programs and processes that maximize productivity, leverages resources, and complies with budget, ensuring a healthy operational climate. Experience in customer service management within a manufacturing or wholesale environment in the footwear and apparel industry is critical to success in this role.ResponsibilitiesLead and manage the customer service departmentDevelop 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.RequirementsFoster a strong, customer-centric cultureKnowledge of customer service best practices, footwear and apparel industry trends, and relevant technologies.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.Ability to be onsite dailyNon-negotiables/Must haves:Footwear or Apparel Industry experienceExperience and deep understanding of 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.Leadership experience: ability to challenge and develop thinking of direct reports (2-4) overall team size 24- coach and team to think more strategically.EducationBachelor'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.Salary Range: $130,000 - $170,000 base dependent on experience+ performance based bonuses About Talento Human Capital (TalentoHC):TalentoHC is a leading talent acquisition, executive search, and human capital consulting partner, dedicated to helping our clients build their best teams yet. Our success is driven by our unwavering commitment to fostering an inclusive and diverse workforce, embracing individuals from various backgrounds, perspectives, and skills. Talento Human Capital is an equal opportunity employer.People + Passion + Perseverance = Progress.

Created: 2025-02-01