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Customer Service Manager

Le Vian Great Neck ,NY
  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, 401k
Job Description

 

Job Description

If you want to work with a brand that is loved throughout the world, then look no further! We’re Le Vian, one of the most storied jewelry brands.

With a history of innovative design and deliciously flavored exotic gemstones and diamonds, whether it’s our famous Chocolate Diamonds, Strawberry Gold Passion Rubies, or any of our sweet, handmade selections, this is the stuff of dreams!

We are looking for an experienced, detail-oriented Customer Service Manager to join our team! In this position you will actively participate in the management and direction of the department and help ensure all customer inquiries and concerns are addressed in a timely and effective manner.

Essential Job Responsibilities

Manage the customer service team to ensure customers are provided with accurate and timely information about Le Vian jewelry products

Collaborate with Repairs and Special Orders to meet customer expectations

Ensure customer specific needs are addressed including:

-corporate offices of major customers

-retail stores to meet stated expectations

-independent stores

-collector customer questions

-sales executive questions

-Communicate information via telephone, fax and email relative to product details, product specifications, pricing, warranty, repairs, orders, trunk shows, store locations, status reports on orders etc.

-Coordinate with departments across Le Vian to service, respond to and satisfy the customer. These departments include: Special Orders, Repairs, Merchandising, Trunk Shows, Certificates, Fulfillment, Quality Assurance

-Problem resolution to ensure customer satisfaction

-Educate the customer on the product with a focus on the Le Vian brand

-Leverage knowledge of product line, relationships across Le Vian and with retailers to provide a quality experience for the customer and ensure this properly reflects the Le Vian brand

Management reporting of customer service activity

-Develop and maintain ongoing metrics and reporting of customer service activity

-Assess analytics and recommend actions and solutions to ensure continuous improvement of customer service approaches and responsiveness

Monitor the Face-book social media channels and respond to issues

-Review, research and respond to customer issues and complaints

Management

-Manage the customer service team with respect to strategic and proactive hiring, performance management, disciplinary action, and termination of employment practices

-Identify and provide coaching, mentoring, and training to enhance employee professional development and add value to the company

Work Environment

-Typical office environment

-Willing and able to work additional hours as needed to ensure responsibilities are met

-5% domestic travel

Minimum Qualifications

-College degree required

-Minimum of 5 years-experience managing a team of customer service representatives

-Hands on experience with and a genuine interest in jewelry and fashion

-Expertise in Microsoft Office Suite, specifically Word, Excel, and Outlook

-Proven ability to communicate clearly, tactfully and with empathy to respond to every customer service call

-Proven experience in developing positive working relationships with others

-Proven experience in inspiring enthusiasm, confidence, and team commitment to achieving organizational goals

-Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight

-Proven focus on work quality relative to the degree to which the product / work reflects accuracy, reliability, creativity, and consistency

-Clear business acumen

-Unquestionable integrity and ethics

-Demonstrates highest quality of customer service and responds to internal and external client needs with an appropriate sense of urgency

-Ability to think creatively and innovatively to resolve issues

-Well organized, results oriented and capable of executing multiple initiatives

-Strong writing skills

Job Type: Full-time

 

Company Description
We offer competitive salaries in addition to flexible work hours, several weeks of paid time off, career advancement, product discounts, and much more. As a family owned business, everyone is treated as one of our own, exemplified in the long tenure of our current staff. As we expand, so do our hiring needs.

Le Vian

Why Work Here?

Legendary brand, industry leaders, with great management in a fun and family oriented atmosphere.

We offer competitive salaries in addition to flexible work hours, several weeks of paid time off, career advancement, product discounts, and much more. As a family owned business, everyone is treated as one of our own, exemplified in the long tenure of our current staff. As we expand, so do our hiring needs.

Address

Great Neck, NY
USA

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