Based in Southern California with an expertise in lifestyle brands that span the Surf, Skate, Snow and street cultures, Liberated Brands is a design, manufacturing, distribution, marketing and brand building platform with a global footprint extending to more then 60+ countries worldwide. The Liberated Brands platform originated with Volcom, the boardsport inspired lifestyle brand that was founded in 1991 and is headquartered in Costa Mesa, CA with offices in France, Australia and Japan.
We are looking for a Director of Customer Service & Warranty to join our Liberated team in Costa Mesa, CA!
WHAT YOU'LL DO:
Provide leadership and expertise to an expanding Customer Service / Warranty Department for Volcom and Spyder brands. This will include the coaching and training of representatives, instituting new and better processes and creating a department structure that would enable a higher standard of excellence and quality performance in line with company goals and objectives. He/she will be responsible for increasing the efficiency of the team by developing automated solutions and streamlining processes to ensure scalability.
Direct the daily operations of Liberated Brands' Customer Service and Warranty department.
Provide leadership and direction to the Team Lead and CSRs to provide an excellent standard of service and demonstrating our value to all customers.
Formulate, implement and execute operational policies and procedures to enhance quality of service experience.
Establish a potentially hybrid model of internal and outsourced staff to handle inquiries during the peak selling season, while maintaining a high standard of service.
Design and implement key CS metrics like CSAT scores, SLA, resolution times, handle times etc, to manage call center function effectively and efficiently.
Build, maintain, measure, and enhance operational dashboards.
Design and manage a best-in-class Customer Service training program.
Develop a process and system for quality control for all Customer messaging in telephone, e-mail and written correspondence with customers.
Re-establish and execute Warranty policy and procedure with brand standard documentation and formalized claim process.
Consult with product development, compliance and design regarding emerging issues and common product construction complaints. Manage internal and external repair performance, ensuring proper care and handling.
Forecast and manage budget for warranty repair costs.
Provide recommendations on systems, policies and processes that would improve efficiency and customer satisfaction.
Handle customer escalations as necessary and manage customer issues as they arise during day-to-day operations.
Drive the overall performance of staff to ensure compliance with policies, practices and approved customer service processes.
Provide corrective action and course corrections when employees are not performing or behaving in accordance with company standards.
Partner with cross functional teams and departments to lead the business to achieve quality of service and execution.
Formulate and maintain staff schedules to ensure optimum service coverage.
Responsible for recruiting, hiring and retaining top talent to improve the organization.
WHAT YOU'LL NEED:
Minimum 8+ years of management experience.
Experience in a management role representing apparel preferred.
A Bachelor's degree is preferred; two-year college degree or the equivalent combination of education and experience is acceptable.
Ecommerce/DTC as well as Wholesale (B2B) experience a plus.
Extensive knowledge of best-in-class customer service procedures and principles.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Strong supervisory and leadership skills. Ability to coach and mentor customer excellence representatives.
Excellent time management skills and ability to multitask.
Team player who works together with multiple teams to create effective solutions.
Attention to detail and problem solving.
Strong organizational and planning skills.
Excellent computer skills including Microsoft Office, Outlook, Excel.
Ability to work independently.
PERKS:
Collaborative culture with amazing family vibe
Discounts on brand Merch
Medical, Dental, and Vision Benefits (majority employer paid)
401k, including employer contribution
Surf and Snow Team Building Days
Summer Half Day Fridays
Paid Time Off
Referral Program
We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any other characteristic protected by law.
If you are unable to complete this application due to a disability, please contact Volcom Customer Service to ask for an accommodation or an alternative application process: 1 (855) 330-0188 or customerservice@volcom.com.
