Manager of Customer Relationships

, CA, United States

Hey there, Seasonal Customer Care candidates! There are two steps to our application process in order to be considered for this role. In addition to uploading your resume here, please take 15(ish) minutes to complete your video application HERE. Thanks in advance for your application, we are excited to meet you!Reporting to our Director of Operations, the Manager of Customer Relationships will develop and deliver a top-notch service experience focused on what our customers want.The ability to successfully lead a high-performing team, the use of critical thinking skills, and a genuine desire to meet and exceed customer’s needs are the most important skills we’re looking for. We’re a bootstrapped company that runs extremely lean. We’re scrappy, and like it that way, so the ability to roll up your sleeves and jump in wherever needed is crucial.In addition, this person must be able to set direction, motivate and recognize people, and manage change and conflict. The MoCR must also be able to provide accurate, meaningful, and actionable information to allow us to make data-driven decisions.Our MoCR possesses excellent communication, coordination, and interpersonal skills and has the ability to get things done both autonomously and in collaboration with others.Our ideal candidate will be a dynamic leader with sound judgement and confidence who is able to balance a strategic focus with a roll-up-the-sleeves mindset to impact and shape a successful business. Our successful candidate will be excited to have the opportunity to Drive Customer-centric Services & Experiences Meet customers where they are—work to integrate across communication channels to provide accurate, real-time order information, resolve delivery exceptions, address changes, etc

Establish, manage, and maintain strategic Corporate Gifting Program (CGP) relationships

Oversee refunds and credits and work to keep these numbers under the company’s set thresholds for each as a percent of overall revenue

Ensure root cause feedback is shared with vendors, drop shippers, and across teams in a timely manner

Maintain service recovery processes to flag complaints, turn them into repaired relationships, and coach the team using customer feedback

Set fraud prevention parameters

In partnership with our Marketing team, design and implement new support channels and service offerings such as: subscription support, concierge/VIP/white glove/loyalty services, and referral programs

Regularly interacts with functional groups within the IT organization to communicate and clarify customer requirements.

Create and maintain self-service information and details related to FAQs, service guides, tutorials, and other helpful customer service items

Create, monitor, manage, and report metrics and KPIs for both the CS team at large and the CGP to identify areas for continuous improvement

LEADERSHIP & COMMUNICATION Lead and manage the team to ensure operations are effective, efficient, and in line with FGF culture.

Communicate policies, processes, and relevant information clearly and consistently

Manage team schedules; collaborate with P&C to ensure all non-exempt compliance is followed

In collaboration with our P&C team, recruit, hire, train and review agents to ensure they engage in meaningful ways with customers

Create and maintain an environment of equal employment opportunity, diversity, and competitive advantage in support of the company's DEIB commitments.

Farmgirl Is Excited About You Because You Have Minimum 4+ yrs experience, and a proven track record of establishing, growing, and leading a remote customer support service team. eCommerce experience is a plus!

Proficiency in the use of common customer service tools such as Gladly, Stella, etc.

Strong business acumen and demonstrated success in establishing and managing continuous improvement and delivery of KPIs and SLAs.

Ability to build clear CS SOPs to ensure cross-functional training.

A strong operational background. You understand the role of the function and how it supports the organization

Intermediate MS Suite and reporting skills to analyze, manage, and assess risk

A strong ability to lead through coaching, feedback, and agent development

An ability to effectively prioritize and execute tasks in a high-pressure environment

Superior communication skills. You can communicate complex and sensitive topics tactfully and effortlessly adapt your style to different people.

Solid, sound judgment and good intuition to make critical business decisions

A resourceful mindset- your love to get creative to troubleshoot problems when they arise

Adaptability. You are nimble and can thrive in ambiguity

A curious, positive, and energetic outlook. You are always willing to learn and evolve

You'll love working at Farmgirl because We are a successful, profitable, financially healthy company.

We create products that bring joy to thousands of people's lives each day, which is really special! How many companies get to do that?

We lead the industry for product quality and customer service

We get to build an amazing company and team built on respect and empowering and supporting one another

We’re scrappy and get to see the fruits of our labor in real time each and every day

We believe in autonomy and reward taking initiative

As a 100% e-commerce business, we are technologically focused and data-driven

We get to be creative every day and build a great company, without red tape or bureaucracy

We have an amazing team and company culture that you'll love being a part of

We have an impressively smart and dedicated team who are focused on developing all team members in the organization. Our team really is special!

Competitive salaries, unlimited approved PTO, and comprehensive health benefits

Farmgirl Flowers fight against COVID-19 This position is subject to Farmgirl Flowers COVID-19 vaccination requirement.In our fight against COVID-19 and our mission to maintain a safe and healthy work environment forour team, positions that travel for business reasons or come into physical contact with thirdparties are required to be fully vaccinated or obtain an exemption approval for accommodation.An exemption approval may be granted so long as it does not create an undue hardship on theCompany and/or does not pose a direct threat to the health or safety of others in the workplaceand/or to the employee. Fair Chance Hiring Farmgirl Flowers will consider qualified applicants with a criminal history. You do not need todisclose your criminal history or participate in a background check until a conditional job offer ismade to you. After making a conditional offer and running a background check, if we areconcerned about a conviction that is directly related to the job, you will be given the chance toexplain the circumstances surrounding the conviction, provide mitigating evidence or challengethe accuracy of the background report.Beware of recruitment fraud and scams that involve fictitious job descriptions followed by falsejob offers. If you are applying for a job, you can confirm the legitimacy of a job posting by viewingcurrent open roles HERE. All legitimate job postings will require an application to be made directlyon our official Careers website. Job-related communications will only be sent fromemail addresses ending in @farmgirlflowers.com. Please ensure that you’re only replying to emailsthat end with @farmgirlflowers.comOur talent acquisition team is available to answer any questions you may have.The pay band for this role is $84,200-$102,500

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