Wholesale Customer Service Lead

OVERVIEW

We are looking for a wholesale customer service lead who will be a vital member of the BELLA+CANVAS customer service team.  This role will engage with our customers by providing the best-in-class customer support and experience.  This role will be responsible for ensuring the highest levels of service are delivered to our customers across all communication channels.  You will lead a team of customer service reps to optimize our productivity and ensure we are delivering consistent excellence.  This role will be located at our HQ in Commerce, CA. 

RESPONSIBILITIES  

• Provides leadership, guidance and support for the customer service team
• Responsible for new hire training and development as it relates to omni-channel support
• Acts as a point of escalation for the customer service team
• Partners with customer service team to document and improve policies and customer service best practices.
• Provides support to our customers in a timely and efficient manner via phone, email and chat
• Analyzes and resolves customer’s concerns based on department policies and procedures
• Ability to quickly learn CRM application, ERP systems and BI applications to generate reports and pull data that is critical in processing customer requests
• Collaborates with customer service team and cross functional departments to drive solutions and add value to BELLA+CANVAS
• Establishes, builds, and maintains professional relationships and demeanor at all times with internal and external business partners
• Attends product knowledge training sessions to develop an understanding of BELLA + CANVAS and product to support our customers
• Ad hoc projects and duties assigned

QUALIFICATIONS

• You are obsessed with the customer experience
• Excellent communication skills - written and verbal
• Demonstrates positive leadership qualities
• Collaborative and dynamic team player
• Strong prioritization, organizational and follow-up skills
• Ability to multi-task, self-motivated and a proactive problem solver with a sense of urgency
• Experience with omni-channel customer engagement platforms, B2B platforms and ERP systems
• A minimum of 2-4 years in a customer service role, preferably wholesale apparel, footwear or promotion products/decorated apparel market
• Proficient in Microsoft Office applications, Excel skills preferred
• Salesforce and BI tool experience a plus

The base pay range for this position is $23 - $25 an hour, which represents the current range for the non-exempt position. Please note that actual pay will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.