Customer Care Manager

SUMMARY 

As the Customer Care Manager at gorjana, you will be instrumental in managing Customer Happiness across all functions of the business. In this role, you will need to be a strong communicator taking a customer first approach. You will manage our Third Party Customer Care Team and serve as the owner for all Customer Escalations for both Retail and Ecom. This role is expected to be in person at the gorjana Warehouse. 

RESPONSIBILITIES 

CUSTOMER EXPERIENCE 

Escalation Resolution: 

• Act as the first point of contact for escalated tickets from eCommerce and retail, providing personalized and prompt resolutions 
• Maintain service-level agreements (SLAs) for escalated ticket response times Exception Handling: 
• Manage all Happiness Guarantee exceptions and exception-based reporting, clearing requests daily 
• Partner with cross-functional teams to identify and resolve recurring issues 

Retail Support: 

• Serve as the Customer Care business partner for Retail, leading training at Laguna U and providing ongoing training as needed 
• Report customer escalations to Retail Leadership to ensure organizational transparency and collaboration 

Repair Process Management: 

• Oversee the customer repair process from initial outreach to completion, ensuring timely communication and resolution. 
• Evaluate and onboard new repair vendors for both eCommerce and retail operations.
• Assess repair vendor performance and maintain strong partnerships to ensure high-quality service.
• Identify and implement process improvements to streamline repair handling and customer communications. 

TEAM MANAGEMENT 

Oversee and Develop Third-Party Customer Care Team (Proventus) 

Resource Planning and Training: 

• In partnership with the Director of Supply Chain, develop monthly labor plans for Proventus based on ticket volumes and forecasted needs. 
• Track ticket counts and response times, reporting results against planned targets.
• Ensure Proventus agents receive comprehensive training and ongoing support to deliver excellent customer care. 
• Act as the first point of contact for Proventus, communicating business changes and initiatives.

Performance Management: 

• Review agent tickets and phone calls, providing proactive coaching and feedback.
• Establish and maintain performance metrics to evaluate agent effectiveness and customer satisfaction. 

Laguna U - Inventory and Systems 

• Develop and manage training modules on inventory and system processes for Laguna U.
• Regularly update content to reflect process changes or improvements. 
• Train team members to ensure proficiency in inventory systems and procedures.

ORDER MANAGEMENT 

Order Entry and Management 

• Oversee the accurate and timely entry of all orders required 
• Develop and implement processes to ensure order data accuracy, reducing manual errors and enhancing operational efficiency 
• Act as the primary point of contact for troubleshooting order discrepancies and resolving issues to maintain seamless order processing 

Issue Resolution 

• Serve as the first point of escalation for order-related issues 

SYSTEMS AND REPORTING 

Customer Feedback Resolution:

• Investigate all detractor reviews for NPS, reaching out to customers to resolve issues.
• Address negative reviews across various platforms (site, Google, Yelp, etc.) by offering appropriate resolutions. 

Reporting and Analysis: 

• Own NPS reporting, classifying reviews and ensuring clear follow-up. 
• Provide detailed reports on NPS trends and escalations to Retail Leadership for effective follow-up. 

COMPETENCIES: 

• Adaptable and Manage Change 
• Organized and Time Management 
• Motivated and Results Driven 
• Coachable and Receive Feedback 
• Values and Culture Fit 
• P