Job Description

About Us:
Sullivan Gift is a leading provider of premium floral and giftware products. For decades, we have been committed to delivering quality, creativity, and joy to our customers. Our dedication to exceptional customer service and innovative design has made us a trusted name in the industry. As we continue to grow, we are looking for a Senior Manager, Customer Service to help drive our customer service operations and uphold our commitment to excellence.

Why Join Us?
We offer a dynamic and collaborative work environment with opportunities for growth and professional development. If you are passionate about customer service and looking to make an impact, we encourage you to apply.

We are seeking an experienced Senior Manager, Customer Service to oversee and support the daily operations of our Customer Service team. In this role, you will ensure that high-quality service is provided to all customers, sales teams, and representatives. You will also be responsible for developing and implementing strategies to foster a positive, customer-centric experience, driving department efficiency, profitability, customer satisfaction, and loyalty.

Key Responsibilities:

1. Strategic Leadership and Operational Management:

• Develop, document, and optimize service procedures, policies, and best practices.
• Enhance efficiency and improve responsiveness in customer interactions.
• Set clear performance measures for the team and provide feedback on a scheduled basis.
• Maintain accurate records of customer service actions and communications.
• Manage department Profit and Loss (P&L) or cost center budgets.
• Use customer insights and analytics to drive company-wide improvements.
• Ensure compliance with regulatory and legal requirements.
• Collaborate across departments (Finance, Marketing, Import Operations, Sales) to achieve business goals.
• Create executive-level presentations on performance and change proposals.

2. Support Customer Service Team:

• Review back-order reports and collaborate with sales to review high-value orders.
• Assist in resolving escalated customer service issues.
• Provide guidance to Customer Service Representatives (CSRs) and help them manage workload.
• Take ownership of complex customer calls and follow through to resolution.
• Assist in showroom operations and order management (if relevant).
• Monitor order processing to ensure timely and efficient customer service.
• Contribute to the development and execution of contact center strategies.
• Manage departmental budgets and assist with credit-related duties as assigned.

• Strong communication, critical thinking, and multitasking skills.
• Advanced troubleshooting and customer service skills.
• Proficiency in building professional business relationships.
• Strong PC skills, including proficiency with Microsoft Office (Word, Excel, Outlook).
• Ability to learn and navigate internal software systems quickly.
• Ability to prioritize tasks and adapt to a fast-paced environment.
• Proven leadership and staff management skills.
• Strong organizational abilities and attention to detail.
• Knowledge of freight policies and procedures is a plus.

Education and Experience:

• Bachelor's degree or equivalent education and experience required.
• 5-10 years of experience in customer service or call center management.
• 3-5 years of people management experience.
• Experience in floral or giftware retail industries is preferred.

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