```Job Overview:
Be the driving force behind Herrschners delivering exceptional service and experience through our customer support center and retail store. Herrschners current Omni channel environment requires developing and implementing strategies resulting in satisfied customers, empowered team members and sales growth, all while fostering a culture of collaboration and sharing. This leadership position is a highly collaborative, self-starting, execution-focused, and customer facing role.
Job Responsibilities:
1. Be a leader! Set the tone and motivate the team. Foster a “Customer-First” culture at Herrschners encompassing point of purchase channels while maintaining a seamless customer experience.
2. Manage the umbrella of essential technology tools required to optimize customer contact touchpoints.
3. Work across the organization to develop and nurture relationships; communicate wins, challenges, and opportunities.
4. Develop annual and event budgets, labor requirements and retail product roadmap to achieve or exceed objectives.
5. Raise the bar! Establish and define “Customer-First” standards.
6. Develop and maintain a work schedule for employees centered on promotions, holidays, and other business cycles to ensure sufficient coverage to meet or exceed established standards.
7. Monitoring performance: researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Monitor quality assurance programs.
8. Oversee the retail store manager, ensuring inventory levels are adequate to achieve budgeted sales and agreed upon inventory turnover, while controllable costs meet budget.
9. Ensure you have the right players on the team. Hire, onboard, and train team members. Ensure they have the tools, skills, and knowledge to be a successful part of a “Customer-First” organization.
10. Think outside the box. Question, review process and procedures. Develop, present, and execute process improvements to increase call center’s efficiency and productivity levels.
11. Continue to grow! Track emerging trends in call center and retail operations. Review professional publications. Benchmark best practices.
Knowledge & Skills:
- You have exceptional communication and collaboration skills with the ability to inspire and successfully manage a diverse team.
- Ability to diagnose and troubleshoot technical issues.
- Proficient with current ecommerce and computer software, phone systems, mobile devices and other tech products.
- Ability to cultivate and maintain positive relationships with internal and external contacts.
- Future orientation and outlook, not accepting of the status quo.
- Strong ability to define priorities and unfailing attention to detail.
- Ability to manage and optimize touchpoints through various online and in person channels.
- This is a full-time position requiring occasional evening and weekend coverage.
- Confidentiality: Deal with proprietary information and keep strictly confidential.
Education:
- Bachelor’s degree in business management and or five plus years of retail and call center leadership experience.
Experience:
- The ideal candidate will have a combination of experience and management in retail sales and customer service with the ability to make sustainable changes and deliver substantial results. Ecommerce experience a plus.
This is an in-office position located in Stevens Point, Wisconsin.
Job Type: Full-time
Pay: $40,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person