Costume Gallery
  • 24-Feb-2017 to 25-Jul-2017 (EST)
  • Customer Service
  • Delanco, NJ, USA
  • commensurate with experience
  • Salary
  • Full Time

comprehensive benefit package

Costume Gallery is seeking Customer Service Manager to oversee the Customer Service Dazzler team that supports both of our strong brands.  We design, manufacture and distribute dance recital and dance competition costumes for dancers around the world.  Our customer service team is instrumental in providing extraordinary service to our dance teachers.  The ideal candidate will have a passion for excellent service, a sense of urgency to help our team members bring resolution to issues, and the ability and ideas to help our team become the best in the industry. 

The Customer Service Manager is responsible for managing, training and guiding all customer service representatives for Costume Gallery Holdings brands by determining individual and team performance expectations and goals. This position maintains a focus on ensuring and improving customer satisfaction, customer retention and monitoring real time service and understands the Costume Gallery and Art Stone brands, positioning in marketplace and unique customer needs. The Customer Service Manager will drive a memorable customer experience through leadership, communication, integrity and passion for the brands.

Essential Duties and Responsibilities:

·       Manage a Customer Service policies and procedures manual, ensuring all staff is adhering to the defined processes, establishing metrics to support team goals for responsibilities.

·       Recruit, develop, train and monitor customer service performance to ensure top performance on a daily basis. Define expectations and ensure team members are meeting daily goals contributing to company sales.

·       Management and system training of A2000 and A2001 to execute customer service daily duties.

·       Maintain close relationship with customers, monitor order activity through fulfillment, credits/returns and ensure their satisfaction with the Costume Gallery Holdings customer service experience.

·       Partner closely with both Costume Gallery and Art Stone internal teams to monitor and track all customer orders on a daily basis and report on status. Attend daily production operations meetings as needed addressing issues or exceptions based on customer needs.

·       Answer general inquiries, providing customers with order updates and peace of mind.

·       Serve as a main point of contact for escalated customer contact resolutions.  

·       Identify opportunities for growth in new customers. Upsell and cross sell our existing customers with new styles and accessories to increase productivity.

·       Manage the customer database for both companies, updating information seasonally to maximize outreach.

·       Work closely with key accounts personnel and territory reps to ensure consistency across the level of service we are providing each customer. Continuously work together on improving the process and relationships with customers.

·       Actively participate in trade shows, events, seminars and conferences.

·       Attend customer recitals and competitions to stay informed of market trends and customer needs.

Required Education: Bachelor's degree preferred

Required Experience: Minimum of 8-10 years of customer service experience, with 5 years supervisor experience

Required Skills:

·       Extensive customer service skills with proven ability to resolve service issues.

·       Professional conflict resolution, as a manager of the team and a representative of Costume Gallery and Art Stone brands.

·       Strong leadership, decision-making, problem resolution and creative thinking skills. Strong use of judgement when resolving issues.

·       Ability to organize and multi-task the activities with shifting priorities.

·       Excellent written and verbal communication skills, including customer service best practices.

·       Ability to work cross functionally with other departments on a daily basis.

·       Keen understanding of customer and market dynamics for Dance Recital Wear Industry.

·       Experience in managing or leading a team.

·       Travel required.

Physical Demands:

·       Able to sit for prolonged periods of time.

·       Able to manage a high volume call center environment.

·       Ability to lift 25-50 lbs.

·       Ability to travel domestically.

·       Ability to use hands and arms in a repetitive motive for the duration of the shift, including sitting and repeated bending, stretching and twisting.

Costume Gallery
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