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.
Customer Service Manager:
The primary responsibility of this role is to deliver the highest quality customer service experience possible, consistent with the Filson brand. Responsibilities include staffing, training, scheduling, payroll, motivating and communicating with customer service team and members of administration. The Head of Customer Service needs to provide leadership to ensure efficient processing of all transactions and inquiries for the Direct channel. This position must also provide the vision and establish the standards that are required to provide world class customer service in supporting the Filson brand. The Head of Customer Service is accountable for elevating the customer experience in every way possible.
The Customer Service Manager at Filson is responsible for ensuring the highest level of customer service throughout the department. The Customer Service Manager at Filson must be a role model and leader who can make informed decisions and manage the department wisely in order to achieve maximum results and uphold the long-standing tradition of providing great service for an outstanding product.
Audit and coach supervisors and representatives to ensure standards are met in the following areas:
Manage performance process for direct reports by:
Participate in special projects and performs additional duties as required
Manages real time and historical reporting of metrics to leadership team
Provide operational coverage by
Overseeing processes including; Billing, Account balancing, Account aging, Call processing, Backorder processing, Order and invoice proofing, Credit card authorizations, Web order processing in Magento and AX, Customer correspondence via email and live chat. General office duties.
Manage customer service functions such as:
Maintains Reporting dashboard for customer service
Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.
Filson is an equal opportunity employer. We believe that every employee 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 employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.