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Client Services Manager

New York Studio

CLIENT SERVICES MANAGER

APPARATUS is a New York-based design studio that explores the relationship of lighting, furniture and objects in immersive environments, threading the historical and the cultural through a modern lens.

The Client Services Manager is responsible for the management and delivery of excellent service to our clients in relation to after-sales care and damages. The role includes answering questions, resolving issues, and providing guidance on our products and services. This position is the key liaison between Sales and Manufacturing in representing APPARATUS to clients dealing with damages or troubleshooting needs.

 

RESPONSIBILITIES

  • Key point of contact for after sales needs, includes responding to a wide range of client inquiries and troubleshoot requests by phone and email.
  • Utilize new and established resources to respond to inquiries regarding damages, delivery issues, installation, electrical questions, etc.
  • Resolve client issues in a timely and efficient manner, ensuring that clients receive excellent service.
  • Develop a deep knowledge of APPARATUS product, both technical and aesthetic, and be able to speak to our product in an expert-level way.
  • Identify trends and pain points in client service needs and collaborate with leadership to address and build sustainable solutions.
  • Maintain and update database of issues, troubleshoots and solutions by product.
  • Provide product and service information to client.
  • Work cross-functionally to resolve complex client issues when required, developing an understanding of which decisions stakeholders need to weigh in on, and facilitating those conversations efficiently.
  • Work with SVP : Operations and key stakeholders to continue building the foundation for the Client Services department as the needs of the business evolve and grow.

 

SKILLS

  • Ability to build rapport with people quickly, develop and maintain relationships with our client base.
  • Desire to create an excellent experience with each client interaction.
  • Proven ability to learn quickly, develop a deep knowledge and communicate from that foundation.
  • Technical and aesthetic understanding.
  • Strong understanding of client services principles.
  • Excellent verbal and written communication skills.
  • Ability to deal with challenging situations where people can be upset.
  • Demonstrate a consistently positive attitude and ability to be a collaborative team player.
  • Strategic and solutions-based thinker.
  • Proficiency in Salesforce and Microsoft Office Suite.
  • Ability to respond professionally to critical feedback and proactive in seeking support and help when needed.

 

EXPERIENCE

  • Bachelor’s degree
  • 5+ of client service experience in a related field.
  • Experience developing and applying a foundational knowledge in a new field.
  • Ability to work under pressure and meet deadlines.
  • Experience in a business that requires a team to execute the common vision, understands the value of the individual and the team.
  • Proven ability in a high-paced environment that values consistency, efficiency, and excellence.

 

WORK SCHEDULE

  • Full-time showroom hours: Monday–Friday generally 9:30AM–5:30PM.
  • Longer hours and weekend availability as needed.
  • Domestic or international travel as needed.

 

PERFORMANCE REVIEW AND CHECK-INS SCHEDULE

  • Weekly check-ins.
  • Annual performance review.

Salary from $90,000

This is a full-time position with competitive compensation and benefits. We are an Equal Opportunity Employer. Position is based in our New York studio. Must be legally authorized to work in the U.S. without sponsorship.

 

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When you apply to a job on this site, the personal data contained in your application will be collected by APPARATUS LLC (“Controller”), which is located at 124 West 30th Street NY, NY 10001 and can be contacted by emailing info@apparatusstudio.com.

Controller’s data protection officer is Rebecca Daly, who can be contacted at rebecca.daly@apparatusstudio.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at rebecca.daly@apparatusstudio.com. 

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

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APPARATUS ("Company", "we" or "us") has issued this California Privacy Notice to describe how we handle Personal Information that we collect and process about job applicants who are residents of California (collectively referred to as "you") applying for a job at or working for APPARATUS.

We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with applicable law. This Notice sets out the Personal Information that we collect and process about you, the purposes of the processing and the rights that you have in connection with it. The California Consumer Privacy Act of 2018, including the California Privacy Rights Act of 2020 and any regulations promulgated thereunder (“CCPA”), provides California residents with specific rights regarding their Information. This Notice, which applies only to California residents, describes your rights under the CCPA, explains how you may exercise your rights, and provides an overview on the types of Personal Information we collect.

When appropriate we will provide a “just in time” notice or notice at collection to cover any additional processing activities not mentioned in this document.

If you have any comments or questions about this Notice, please contact us at hr@apparatusstudio.com

The CCPA defines “Personal Information” as information that identifies, relates to, describes, references, or is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Data that has been de-identified, anonymized, or aggregated, or that otherwise cannot reasonably be related back to a specific person, is not considered Personal Information.

When making an application for employment or engagement with Company, we may process Personal Information about you and your dependents, beneficiaries and other individuals whose Personal Information has been provided to us.

The types of Personal Information we may process include, but are not limited to:  

  • Identification data – such as your name, gender, photograph, date of birth, Staff Member IDs.
  • Contact details – such as home and business address, telephone/email addresses, emergency contact details.
  • Employment details – such as job title/position, office location, employment contract, performance and disciplinary records, grievance procedures, sickness/time-off records.
  • Background information – such as academic/professional qualifications, education, CV/résumé, criminal records data (for vetting purposes, where permissible and in accordance with applicable law).

 

We may also process Sensitive Personal Information relating to you. The CCPA’s definition of Sensitive Personal information includes social security, driver’s license, state ID, or passport number; racial or ethnic origin; union membership; biometric information; and personal information concerning health, or sexual orientation ("Sensitive Personal Information"). We do not sell Sensitive Personal Information collected under this Notice.

If you are applying for a role at Company, then we collect and use your Personal Information primarily for recruitment purposes – in particular, to determine your qualifications for employment or engagement as an independent contractor and to reach a hiring decision. This includes assessing your skills, qualifications and background for a particular role, verifying your information, carrying our reference checks or background checks (where applicable) and to generally managing the hiring process and communicating with you about it.

If you are accepted for a role at Company, the information collected during the recruitment process may form part of your ongoing Staff Member record.

If you are not successful, we may still keep your application for internal reporting and to allow us to consider you for other suitable openings within Company in the future.