• Customer Service Manager

    Regular Full-Time
    Customer Service
    Posted Date
    1 week ago(11/8/2018 2:51 PM)
  • Overview

    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:

    • Quality of customer interactions/service
    • Accuracy of information obtained and keyed into systems (i.e. Magento and AX)
    • Keeping the call abandonment rate at a minimum (5% or less during the busy season)
    • Efficiency of interaction and processing
    • Product, procedure and policy knowledge
    • Professionalism over the phone and in the office
    • Upsell/cross-sell procedures are developed and followed

    Manage performance process for direct reports by:

    • Partnering with supervisors to communicate performance expectations
    • Following up regularly to provide performance feedback

    Participate in special projects and performs additional duties as required

    • Partnering with supervisors to compile and present performance reviews and monthly one on one’s
    • Participate in ongoing training, process improvement discussions and meetings as requested by managers.
    • Working closely with the marketing team, e-commerce and catalog circulation manager

    Manages real time and historical reporting of metrics to leadership team

    • Partner with training supervisors to ensure documentation of department procedures is maintained

     Provide operational coverage by

    • Ensuring coverage of all areas in the contact center

    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.

    • Work with supervisors to ensure there is ongoing training on a weekly basis
    • Communicating with the returns team and distribution manager
    • Prepare and analyze monthly returns report, distribute to the organization
    • Working closely with the IT department to ensure department has working computer stations
    • Report to the IT department with Help Desk Issues in a timely and thorough fashion
    • Distributing building keys and pass codes on a secure level


    Manage customer service functions such as:

    • Inventory and backorder management, in-house domestic and international catalog requests, special services requests.
    • Insures coordination and awareness of all marketing programs, promotions, and new product
       introductions and product specifications

    Maintains Reporting dashboard for customer service

    • Monitor/capture performance metrics – call volumes, order volumes conversion rates, minutes/call, revenue per call, average order, revenue per rep, calls per rep, phone abandon rates, etc.


    • 5+ years managing a call center operation
    • Strong organizational skills
    • Ability to provide outstanding customer service and turn upset customers into brand advocates
    • Strong management and development skills as it relates to direct reports
    • Ability to maintain a fair, consistent set of standards as they apply to Filson.
    • Strong project management skills, able to implement and manage projects across multiple functional areas
    • Extensive knowledge of call center performance metrics, both real time and historical
    • Extensive of knowledge and experience using standard contact center operations tools such as phones systems, email and chat management tools, quality monitoring tools etc.
    • Able to integrate rapidly with an existing team and changing environment
    • Excellent follow-up skills, able to meet aggressive deadlines
    • Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.
    • Strong oral/written communications and analytical skills
    • Intermediate level skills in MS Office with strong emphasis in MS Excel
    • Must be decisive, results oriented
    • Creative thinker and solutions-oriented
    • Ability to maintain employee personal records and documentation pertaining to performance


    Physical Requirements:


    • Able to sit and work at desk and operate a computer for several hours at a time


    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.




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