Customer Service Supervisor
Posted on 3/26/2024
Rag & Bone

501-1,000 employees

Modern fashion brand blending British heritage with New York style
Company Overview
Rag & bone stands out as a leading fashion brand, merging British heritage with modern design to create wearable clothing that emphasizes quality and expert craftsmanship. The brand's commitment to local manufacturing and attention to detail has earned it prestigious industry recognition, including the Menswear Designer of the Year award from the Council of Fashion Designers of America (CFDA). With a global presence in over 53 countries, rag & bone offers a diverse range of men's and women's wear, footwear, and accessories, continuously redefining urban style with its signature clean silhouettes and inherent integrity.
Consumer Goods

Company Stage

N/A

Total Funding

N/A

Founded

2002

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

5%

2 year growth

7%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Customer Service
CategoriesNew
Sales & Account Management
Customer Success Management
Requirements
  • 1-2 years of multi-channel customer service supervisor experience, preferably in a DTC model
  • Strong written and verbal communication skills
  • Exudes a proactive, customer first, approach
  • Capability to multi-task and operate multiple platforms simultaneously
  • Ability to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customers may present
Responsibilities
  • Review and manage team workload to ensure brand SLAs and customer expectations are achieved
  • Provide support to customer service agents with escalated calls and emails, issue compensation and refunds where appropriate
  • Support and coach team to resolve customers' issues at first contact
  • Ensure outbound orders and customer returns are processed accurately and within agreed SLAs
  • Anticipate, identify, and resolve problems that could delay deliveries
  • Support reporting functions, motivate the agent team to maintain and exceed sales and CSAT targets
  • Ensure team meets and exceeds targets from a quality and quantity perspective
  • Provide regular feedback on team and individual performance, oversee team's attendance, conduct, and daily performance
  • Work with internal colleagues to improve service, knowledge, and solve customer queries in a timely manner
  • Understand and exemplify the rag & bone brand philosophy and lifestyle
  • Maintain knowledge and understanding of all Policy and Procedure