Customer Relations Supervisor
Gentle Monster Gentle Monster Anaheim, CA Anaheim, CA Full-time Full-time $45,000 - $60,000 a year $45,000 - $60,000 a year We are Gentle Monster.
A creative-first group working to build relations and authentic messages to further evolve the brand and its meaning.
We manufacture unique and fashion progressive eyewear but design holistic and memory forging experiences.
Under the guidance of our philosophy of Weird Beauty, providing unique retail experiences, balancing art and commerce to the point where it becomes its own category.
We are seeking an omni-channel Customer Relations Supervisor to supervise the daily operations of our Customer Service team and will report to the Customer Experience Director.
This role will be the voice of the brand and is responsible for ensuring the brand guidelines are maintained while delivering best experience for all customers.
This role requires existing operational experience in team leadership, processes improvement, and department scalability, as well as proven success in managing customer service performance and determining simple solutions for complex issues.
Responsibilities:
Acts as the site liaison for the guests and operations, speaking with online and retail customers over email and phone to provide outstanding customer service.
Assists guests in a branded, friendly, proactive, and efficient manner with appropriate follow-up, as necessary.
Builds an extensive knowledge base of Gentle Monster product and brand identity Assists Retail Experience sales training and partners with various teams to craft responses to customer inquiries and ensures the team is properly trained for all responses.
Supports operations partners such as marketing, e-commerce, order fulfillment, and stores by delivering necessary communication to relevant parties.
Provides customer support for all operational questions and handles escalation of operational or customer issues and concerns.
Guides team on brand voice and escalation techniques.
Leverage data to develop department goals and improve customer experience.
Develop and maintain organization of department responsibilities, including SOPs, workflow patterns, performance standards, and delineation of responsibilities.
Operates and manages online chatbot and live chat service with analytical reports.
Preferred Qualifications & Skills:
Strong verbal and written communication skills True desire to satisfy the needs of others in a fast-paced environment Ability to interact with all guests and colleagues, internal and external, effectively with tact and diplomacy Basic mathematical and calculator skills Strong follow-through skills Is able to resourcefully self-direct while managing multiple team members Office 360, Zendesk and project management experience is a plus Education /
Experience:
5 to 8 years of customer service experience preferred BA/BS University degree with a concentration in marketing, promotions, or business administration preferred Familiarity with fashion and DTC e-commerce preferred The Brand Established in 2011, Gentle Monster is among the world's fastest-growing fashion design companies today.
Founded under the idea of creative disruption, Gentle Monster is known for its design and art projects which connect commercial retail with various worlds of art.
Fusing fashion, commerce and art, Gentle Monster's showrooms have been featured time and time again in global publications for its unique and experimental presentation of its design and products.
Learn more at gentlemonster.
com Industry Apparel & Fashion Retail Luxury Goods & Jewelry Benefit Conditions:
Waiting period may apply Only full-time employees eligible Management:
Team Lead Work Location On-site (Anaheim, CA) Job Type:
Full-time Pay:
$45,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Education:
Bachelor's (Required)
Experience:
Customer Service:
5 years (Required) Monday.
com:
3 years (Required) Zendesk:
3 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
A creative-first group working to build relations and authentic messages to further evolve the brand and its meaning.
We manufacture unique and fashion progressive eyewear but design holistic and memory forging experiences.
Under the guidance of our philosophy of Weird Beauty, providing unique retail experiences, balancing art and commerce to the point where it becomes its own category.
We are seeking an omni-channel Customer Relations Supervisor to supervise the daily operations of our Customer Service team and will report to the Customer Experience Director.
This role will be the voice of the brand and is responsible for ensuring the brand guidelines are maintained while delivering best experience for all customers.
This role requires existing operational experience in team leadership, processes improvement, and department scalability, as well as proven success in managing customer service performance and determining simple solutions for complex issues.
Responsibilities:
Acts as the site liaison for the guests and operations, speaking with online and retail customers over email and phone to provide outstanding customer service.
Assists guests in a branded, friendly, proactive, and efficient manner with appropriate follow-up, as necessary.
Builds an extensive knowledge base of Gentle Monster product and brand identity Assists Retail Experience sales training and partners with various teams to craft responses to customer inquiries and ensures the team is properly trained for all responses.
Supports operations partners such as marketing, e-commerce, order fulfillment, and stores by delivering necessary communication to relevant parties.
Provides customer support for all operational questions and handles escalation of operational or customer issues and concerns.
Guides team on brand voice and escalation techniques.
Leverage data to develop department goals and improve customer experience.
Develop and maintain organization of department responsibilities, including SOPs, workflow patterns, performance standards, and delineation of responsibilities.
Operates and manages online chatbot and live chat service with analytical reports.
Preferred Qualifications & Skills:
Strong verbal and written communication skills True desire to satisfy the needs of others in a fast-paced environment Ability to interact with all guests and colleagues, internal and external, effectively with tact and diplomacy Basic mathematical and calculator skills Strong follow-through skills Is able to resourcefully self-direct while managing multiple team members Office 360, Zendesk and project management experience is a plus Education /
Experience:
5 to 8 years of customer service experience preferred BA/BS University degree with a concentration in marketing, promotions, or business administration preferred Familiarity with fashion and DTC e-commerce preferred The Brand Established in 2011, Gentle Monster is among the world's fastest-growing fashion design companies today.
Founded under the idea of creative disruption, Gentle Monster is known for its design and art projects which connect commercial retail with various worlds of art.
Fusing fashion, commerce and art, Gentle Monster's showrooms have been featured time and time again in global publications for its unique and experimental presentation of its design and products.
Learn more at gentlemonster.
com Industry Apparel & Fashion Retail Luxury Goods & Jewelry Benefit Conditions:
Waiting period may apply Only full-time employees eligible Management:
Team Lead Work Location On-site (Anaheim, CA) Job Type:
Full-time Pay:
$45,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Education:
Bachelor's (Required)
Experience:
Customer Service:
5 years (Required) Monday.
com:
3 years (Required) Zendesk:
3 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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