Customer Service Manager- TEMP

Company Overview

Perry Ellis International, Inc. represents a diverse portfolio of lifestyle apparel brands. The Company, through its wholly owned subsidiaries owns and licenses nationally and with a brand portfolio of over 40 Brands domestically and internationally recognized brands including: Perry Ellis®, Original Penguin® by Munsingwear®, Laundry by Shelli Segal®, Rafaella®, Cubavera®, Ben Hogan®, Savane®, Grand Slam®, John Henry®, Manhattan®, Axist® and Farah®. The Company enhances its roster of brands by licensing trademarks from third parties, including: Nike®  for swimwear, and Callaway®, PGA TOUR®, and Jack Nicklaus® for golf apparel.

Position Summary
Perry Ellis International is seeking a dynamic and results-driven Temporary Customer Service Manager to lead our service operations. This is a high-impact role responsible for elevating the customer experience by managing a team of representatives, optimizing service workflows, and ensuring seamless communication between our customers and internal departments. You will be the primary advocate for the customer, balancing operational excellence with a deep passion for the fashion and retail industry.

Key Responsibilities
Team Leadership: Direct and mentor the customer service team, fostering a high-performance culture focused on resolution efficiency and brand loyalty.
Process Optimization: Develop and implement innovative service strategies and SOPs to streamline inquiries across phone, email, and digital channels.
Performance Tracking: Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates.
Escalation Management: Act as the final point of contact for complex customer issues, providing professional and creative solutions to maintain brand reputation.
Cross-Functional Collaboration: Partner with Logistics, Sales, and E-commerce teams to resolve order discrepancies and improve the end-to-end customer journey.
Strategic Reporting: Analyze customer feedback and data trends to provide actionable insights to senior leadership regarding product quality and service gaps.

Qualifications
Experience: Minimum of 5-7 years in customer service management, ideally within the retail, apparel, or consumer goods industries.
Education: Bachelor’s degree in Business Administration, Communications, or a related field.
Technical Skills: Proficiency with CRM software (e.g., Salesforce or Zendesk) and ERP systems (NetSuite preferred); advanced knowledge of Microsoft Office.
Industry Knowledge: Proven track record of managing high-volume service environments during peak retail seasons (Holiday, Back-to-School).
Language: Bilingual (English/Spanish) is a significant plus given our global presence.

Personal Attributes
Adaptive Communicator: Ability to de-escalate high-pressure situations with empathy and clarity.
High Energy & Proactive: A leader who doesn't wait for issues to arise but anticipates customer needs and team roadblocks.
Culturally Attuned: A genuine passion for fashion and the ability to act as a steward of the Perry Ellis brand heritage.
Highly Organized: Exceptional ability to manage departmental budgets, staffing schedules, and project deadlines simultaneously.
Resilient & Solutions-Oriented: Approaches service hurdles with a creative, "can-do" attitude to turn negative experiences into brand wins.

What’s In It For You?

• Comprehensive Health: Premium Medical, Dental, and Vision plans designed to keep you and your family healthy and thriving.
• Financial Security: Secure your future with our 401(k) retirement plan (including a discretionary company match) plus company-provided Basic Life and AD&D Insurance.
• Work-Life Balance: Take the time you need to recharge with generous Paid Time Off (PTO) and a full schedule of paid Holidays.
• Growth & Support: We invest in your potential through our Tuition Reimbursement program for continuous learning and provide 24/7 personal support via our Member Assistance Program (MAP).
• Team Culture: Join a community that celebrates your hard work with regular Associate Engagement Events, ranging from seasonal celebrations to on-site wellness activities.
• Exclusive Style Perks: Look your best for less with generous Associate Clothing Discounts across all our company stores and e-commerce sites.

Legal Disclaimer:

Perry Ellis International is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to their individual background and characteristics. We are committed to providing a workplace free of any discrimination or harassment. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, and termination. By submitting your application, you acknowledge and agree to the company's commitment to equal employment opportunities.

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