Rustic & Main is a unique and innovative company specializing in creating wedding bands with a story. We use materials such as whiskey barrel wood, historic battleship teak, and meteorite to craft distinctive and meaningful jewelry. Our mission is to provide exceptional products and experiences for our customers, and we are looking for a dedicated and strategic leader to join our team.
Position Overview:
We are seeking an experienced and dynamic Director of Customer Service to lead our customer service and shipping departments, manage our retail store, and contribute to the strategy of expanding our retail footprint. The ideal candidate will have a proven track record in customer service leadership, exceptional communication skills, and the ability to drive both operational efficiency and customer satisfaction.
Key Responsibilities:
Lead and oversee the customer service and shipping departments, ensuring high levels of customer satisfaction and operational efficiency.
Manage our retail store, providing exceptional service to in-store customers and overseeing daily operations.
Foster a customer-centric culture, ensuring that every customer interaction reflects our brand values and commitment to quality.
Collaborate with other departments to ensure seamless operations and a consistent customer experience across all touchpoints.
Analyze customer service metrics and use data-driven insights to improve processes and performance.
Train, mentor, and develop the customer service and retail teams, fostering a positive and motivated work environment.
Handle complex customer issues and escalations, ensuring timely and satisfactory resolutions.
Stay up-to-date with industry trends and best practices to continually enhance our customer service approach.
Qualifications:
Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree is a plus.
Minimum of 5 years of experience in customer service leadership, preferably in retail or e-commerce.
Proven experience in managing and developing teams.
Strong strategic thinking and problem-solving skills.
Excellent verbal and written communication skills.
Ability to analyze data and make informed decisions.
Proficiency with CRM systems and customer service software.
Strong organizational and multitasking abilities.
Passion for delivering exceptional customer experiences.
What We Offer:
Competitive salary and benefits package.
Opportunities for professional growth and development.
A collaborative and supportive work environment.
The chance to be part of a company that values innovation and craftsmanship.
How to Apply:
If you are passionate about customer service, have a strategic mindset, and are excited about the opportunity to lead and grow with Rustic & Main, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.
Employment type
Full-time
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