Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!
We are looking for a Director of Customer Service who has strong, professional experience working with luxury brands and understands the needs of global, high-end clientele. The right person will have experience in a high call volume setting and will be responsible for managing people and processes. This person will bring not only creative ideas to solve customer concerns but also strong analytic and reporting experience. Our clients expect a high-end product and the white glove service that goes along with it, the customer service manager will know how to deliver on that expectation.
Essential Duties:
- Lead and manage multiple teams across various departments with effective management methods and techniques.
- Communicate with high-end clientele to ensure their satisfaction.
- Elevate and enhance customer service procedures and operations.
- Introduce innovative problem-solving techniques to address customer concerns.
- Develop and implement processes, automation, and procedures to streamline operations.
- Efficiently handle a high volume of incoming calls and emails, averaging approximately 30K contacts a month across all units.
- Enhance team performance through performance monitoring, issue resolution, system audits, and quality assurance measures.
- Address customer issues and disputes promptly to maintain client satisfaction and business relationships.
- Maintain comprehensive records of client interactions and actions taken.
- Stay updated on the company's latest products, services, and technology trends.
- Organize and motivate service representatives, manage case volume, and communicate customer behavior trends to other departments.
- Make hiring decisions for new service employees and facilitate their onboarding.
- Set individual performance goals for employees and establish basic metrics for tracking progress and growth.
- Educate clients about product features, service offerings, billing, charges, and product value.
- Collaborate with sales and senior management when necessary to expedite processes.
- Effectively communicate and follow up with the sales department regarding customer accounts in a timely manner.
- Train the customer service team in creative negotiation skills.
- Perform other duties as directed by management.
Requirements:
- 5-10 years of proven successful experience as a Director of Customer or Manager of Customer Service.
- Experience with high-end clientele and luxury brands.
- Proficiency in CRM systems.
- Possess a high-energy, positive personality, and a strong work ethic.
- Ability to introduce innovative and successful strategies for Customer Service process improvement.
- Familiarity with technology and automation.
- Proficiency in Salesforce, Shopify, and Gorgias.
Joining our team comes with a range of exciting benefits to support your health, well-being, and professional growth, including:
- Comprehensive health coverage, including dental and vision insurance, to ensure you and your family are taken care of.
- Life insurance provides peace of mind for you and your loved ones.
- Paid time off, allowing you to recharge and enjoy life outside of work.
- Access to a 401(k) plan to help you plan for a secure financial future.
- Employee discount to take advantage of great deals on our products and services.
- Opportunities for paid training to develop your skills and advance your career.
- Fun and exciting company events.
Our organization is an equal opportunity employer and does not discriminate against any candidate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are committed to promoting diversity, equity, and inclusion in our workplace and welcome candidates from all backgrounds to apply for any open positions.
