Job Description

Are you a customer advocate who stays current with industry “Best in Class” service practices? We are seeking an experienced Customer Service Manager to join our team! They will be a professional who brings best in class service forward in the daily management of the Customer Service operations team and practices. They will ensure a storekeeper experience with every transaction. They will lead the department with efficiency and maintain service level consistency throughout all hours of operation, complying with all Vermont Country Store values, guidelines, standards and continued customer satisfaction.

Location: 15 West St, Rutland, Vermont 05701

Key Responsibilities:

• Prepare the annual budget, achieve monthly budget goals and report on financial results.
• Assist the Director of Operations with long-range strategic plans for structure, facility, technology, and staffing needs.
• Supervise the production activities of the Customer Service management team and staff. Provide leadership, act as a teacher and mentor a diversely skilled group of direct reports, which includes At-Home Agents.
• Have a thorough understanding of Customer Service operations, productivity measurements, reporting and real time workload management.
• Ensure department performance standards are established, measured, recorded and evaluated.
• Effectively work in cross-departmental teams, sharing ideas from the Operations team while being both an individual contributor and supportive team player.
• Lead in the recruitment, hiring, training and cross-training of personnel
• Establish goals for employee development and succession planning to ensure employee’s success and to aid the department in accomplishing its goals.
• Maintain knowledge of social media and new processes in the industry relevant to the department.
• Have a thorough understanding of industry laws and regulations that apply to customer orders. For example, Mail Order Rule and rules around Back Orders.
• Work in production related tasks as business needs dictate

What you bring:

• Energetic self-starter that can effectively and collaboratively lead a team and works independently as well leading by example.
• Combination of high creativity to drive innovation and high analytical skills to drive business performance.
• A leader with a passion for planning, problem solving, and project execution.
• Detail oriented with consistent and timely follow through.
• Strong listening, verbal, writing, and presentation skills.
• 3-5 years’ experience in catalogue, retail Customer Service environment or related operations
• Ability to manage a team of 150-400+ employees

Who We Are:

The Vermont Country Store is one of the most unique and beloved companies in America. Orton Family owned since 1946, the company offers a comprehensive assortment of high-quality, practical and hard-to-find goods through its catalog, website and two stores in Weston and Rockingham, Vermont. Despite the company’s image as an old-fashioned country store, The Vermont Country Store is a champion of innovation in our marketing, our operations and as an employer of choice. For two years running, The Vermont Country Store has earned the #1 ranking in the Universal Service Provider category of Newsweek Magazine’s Best Online Shops, placing ahead of Amazon, WalMart, Target and other industry leaders. Come join our high-performing team who collaborate, innovate, and deliver strong results. We're committed to seeking life-long learners, promoting from within and creating long-term opportunities for those who excel. We welcome you to apply even if you don’t check all the boxes. We hope you'll consider joining us and see where a career with us can lead you.

What we offer:

• A team-oriented culture filled with truly “good” people
• We have flexible working hours and work from home days to accommodate your personal life
• An onsite wellness center including free wellness, acute care visits and programs with Licensed Family Nurse Practitioner
• Onsite fitness facilities
• We offer a generous employee discount
• We offer a competitive salary package, 401-K, commuter benefit, dental, vision, an ICHRA employer contribution for medical insurance, contributions to the cost of childcare, employer paid life, short-term and long-term disability, voluntary life insurance, accident, hospital and critical illness, auto insurance, home insurance, recreational toys insurance
• Potential for quarterly bonus
• Numerous philanthropic programs including paid volunteer hours and matching charitable contributions

Job Tags

Similar Jobs