Assistant Manager, Customer Service

ABOUT FILSON AND SHINOLA 

In 1897 C.C. Filson began outfitting prospectors headed for the Gold Rush with tools and apparel strong enough for the toughest spots on earth. More than 100 years later, Filson remains committed to providing pioneers of all fields around the world with unfailing goods made from the highest quality materials available. Filson recognizes that it takes a world-class team to make a world-class product. As we build on the Filson legacy of American craftsmanship, we are looking for individuals who share our dedication to innovation, excellence, and superior customer service. 

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well loved.  Our thoughtful craftsmanship, timeless design and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own!  Because we are a growing and evolving company, each team member is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.   

About the role 

We are seeking a results-driven and experienced Customer Service Assistant Manager to join our team. The ideal candidate will lead with a focus on continuous process improvement and empathy, prioritizing the needs and concerns of both customers and team members. Your ability to build strong, trusting relationships will enhance our customer experience and drive team success. If you are passionate about customer service, we would love to hear from you! 
 
Key Responsibilities 

• Design and implement training programs to ensure team members stay updated on policies, tools, customer service best practices, and operational procedures.
• Monitor phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision.
• Coach Customer Service Team Members to achieve goals, set expectations, and reinforce policies and procedures.
• Assist in managing the Contact Center including staffing, scheduling, coaching, performance management, and process improvement initiatives.
• Performance management of team members which includes attendance, productivity, conduct, and any other criteria pertinent to job function
• Resolves customer challenges as necessary; directly addresses escalated customer concerns, complaints, and complex issues that cannot be resolved by front line team members or supervisors
• Establish and maintain a feedback loop to collect, analyze, and act on customer insights, driving continuous improvement in service quality.
• Works collaboratively across teams to identify customer experience challenges; especially those impacting order fulfillment and return resolution
• Keeps the Senior Manager of Customer Service apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs
• Oversight of customer interactions, ensuring they are handled with attention to detail in an effort to enhance the customer experience
• Cultivates a supportive culture; offers guidance and support to improve the team members’ experiences thereby enhancing the customer experience
• Identify opportunities to improve processes, increase operational effectiveness, and implement new initiatives to optimize the department.
• Provides recognition for team members’ productivity and performance in an effort to boost individual and department morale
• Utilize customer service platforms, ticketing systems, and reporting tools (e.g., Zendesk, Salesforce) to streamline operations and maintain high service standards. 

Qualifications

• Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment
• Strong understanding of call center and customer service metrics
• Experience in a retail setting
• Cloud phone system & CRM experience
• Problem Solving Skills
• Time Management and Multitasking
• Ability to coach, train, and motivate team members and evaluate their performance
• Must work well in a dynamic, fast-paced work environment, and be good at dealing with constant change 

SALARY RANGE:  $77,000 - $90,000 depending on location and experience

Filson is an equal opportunity employer.  We believe that every team member has the right to work in surroundings which are free from all forms of unlawful discrimination.  It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.  Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated. 

With regard to applicants or team members with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job. 

Note: This job description is not meant to be all-inclusive. Team members may be required to perform other duties to meet the ongoing needs of the organization.