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Customer Service Manager

Danville, California, United States

About Face Reality:


Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people suffering from the physical and emotional toll of acne, we made it our mission to develop an effective way to achieve clear skin through adaptive, expert guidance by trained estheticians and premium formulas that use only tested, safe ingredients. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusive, Collaborative, Adaptive, Accessible

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

Customer Service Manager:

The Customer Service Manager at Face Reality will support our Acne Experts and potential Acne Expert populations, and collaborate with AEST, Finance, Operations, and other cross-functional teams to develop effective customer practices and tools to achieve best in class service This is a Hybrid role working onsite every Tuesday - Thursday in Danville, CA and working remotely Mondays and Fridays.

 

SUPERVISION RESPONSIBILITIES:

Team and Cross-Functional Leadership:

  • Manage and develop growing team of 2+ and lead future
    organizational development
  • Ensure strong primary and cross-functional team synergy
  • Act as a mentor across Brand Marketing Team, providing guidance and
    support to achieve team and personal goals

Leadership & Team Development:

  • Inspire and develop team members by providing mentorship, fostering growth opportunities, and creating a positive, inclusive work
    environment that aligns with company values.

Performance & Accountability:

  • Set clear expectations for team members
  • Monitor individual and team performance
  • Hold team members accountable for achieving objectives and meeting deadlines
  • Provide constructive feedback to drive improvement and recognize high performance

Collaboration & Communication:

  • Facilitate open communication across teams
  • Promote cross-functional collaboration and ensure alignment with organizational goals
  • Act as a liaison between team members and senior leadership to represent team needs and advocate for resources

 

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

  • Business partner between cross-functional teams including AEST, Finance, Operations, and Marketing to ensure consistent service to all customer segments and identify key risks and opportunities
  • Hire, Train and Manage customer service representatives
  • Scorecard / KPI Owner behind Customer Service levels & internal measures
  • Oversee and perform daily Customer Service responsibilities, including responding to emails, social media messages, taking customer phone calls, processing returns and issuing refunds
  • Development, implement and manage Standard Operating Procedures (SOPs), technology (e.g. CRMs) and systems to maintain an excellent, responsive, personalized Customer Service experience
  • Evolve and manage internal CS Processes while developing strategy on prioritization behind key initiatives
  • Deliver prompt and professional solutions behind customer requirements and guidelines
  • Manage efficient order processes and customer resource tools to proactive communicate purchase order updates and fill rates
  • Support customer service level agreement response timings behind: order status, stock availability inquiries, project status, shipping discrepancies, and other customer order specific requests
  • Oversee, Develop and Coach direct reports
  • Partners with EDI/Netsuite experts to mitigate Gaps and Chargebacks driven by end to end order in-efficiencies

 

Requirements and Qualifications:

  • Proven track record of leadership, project management and problem-
    solving skills
  • Proven success and experience leading a customer service team
  • Proven success de-escalating customer issues with excellence
  • Strong communication and people skills
  • Training and SOP documentation experience
  • 3-5 years people management experience

Physical Requirements: 

  • Must be able to lift and carry objects weighing up to 25 pounds
  • Ability to stand, walk and bend for extended periods
  • Excellent hand-eye coordination and manual dexterity
  • Ability to perform repetitive tasks with accuracy and attention to detail
  • Must be able to communicate effectively in verbal and written form
  • Comfortable lifting, pushing, and pulling equipment and materials
  • Comfortable using a computer, keyboard, and mouse

 

At Face Reality you will have an opportunity to:

  • Partake in and contribute to a high-growth brand journey
  • Be part of a high performing growing team
  • Contribute to executing initiatives across professional channels

 

Salary: $80k-95k plus yearly bonus and full benefits package

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