Phillip Jeffries is looking for a Contract Customer Service Manager!
Our Contract Customer Service team aims to “WOW” our customers! We are searching for a customer-centric team player that is committed to providing the world’s best service. In this role, the qualified candidate will oversee the Contract Customer Service Department team and provide exceptional service to the luxury interior design community.
If you’re looking for a rapidly growing company that has the feel of a start-up and the foundation of an established business, Phillip Jeffries may be your next home!
This position will report directly to the Contract Business Development Manager.
What you will be doing:
§ Work with top designers, luxury showrooms and our outside sales force to provide exceptional customer service
§ Maintain and develop relationships with the key players within the Contract & Hospitality sales market
§ Develop contract CHA team’s customer service skills and provide ongoing training
§ Check in weekly on open order reports to ensure they are being completed
§ Check in weekly on registered projects to ensure they are being followed up on
§ Serve as a “second set of eyes” on all Contract team orders over $50,000
§ Step in as second set of eyes on projects over 15k if project lead is out
§ Oversee and approve large “claims”
§ Offer industry-leading product knowledge
§ Handle inside sales calls and e-mails when needed to assist team
§ Assist with Data entry as needed
§ Coordinate sample, sample card, and strike-off shipments upon request
§ Respond to inquiries from all commercial clients in a timely manner
§ Troubleshoot and resolve issues
§ Be a virtuoso team player that offers ruthless support
§ Assist with the development of custom projects
§ Work seamlessly with the Contract Business Development Manager
§ Assist with weekly department meetings
§ Conduct monthly 1-2-1’s with direct reports
§ Occasionally attend Contract trade shows
§ Maintain and look for ways to improve efficiencies the SOP’s and processes for department
§ Maintain, review, and report on team metrics
§ Review Daily booked order report for contract orders
§ Oversee and manage Contract operations
§ Assist team with any task to ensure daily activities can be completed
§ Serve as the contract representative for operations meetings
§ Become the lead in Navision to assist team on all questions
§ Approve rush requests
§ Coordinate monthly calls with showroom managers as check ins
§ Other duties as assigned
§ Customer-centric mentality
§ Team player
§ Management/organization of multiple priorities
§ Customer Service systems/Processes
§ Training and development
§ Luxury brand experience a plus
§ Outstanding communication skills, both written and verbal
§ Well versed with ERP/CRM systems
§ Exceptional problem-solving skills
§ BA degree preferred
§ 3-5 years’ experience with Customer Service leadership role
§ Commercial industry experience a plus
Why Phillip Jeffries?
As a purpose-driven organization, we truly believe that where you work matters. We are committed to creating an organization with a higher purpose, a place where our talented team can truly flourish. Phillip Jeffries believes in creating an environment with opportunities to grow personally and financially, offering volunteer opportunities that support our community and environment as well as extending a rich benefits package to care for our most valuable assets, our team.
§ Stocked break room with complimentary healthy snacks and beverages
§ Easily accessible, just minutes from Routes 46, 80, 23 and GSP
§ Unique culture that includes an annual Spirit Week with a focus on our core values, team building and having fun!
§ Frequent team building activities
§ Annual holiday party and picnic
§ 4-time “Best Places to Work in New Jersey” winner (2014, 2015, 2016, 2017)
§ Beautifully designed office space that includes open concept and collaborative work spaces, large kitchen, library, inclusion of live plants, convenient nursing room, privacy rooms, and access to natural light via most all work stations
§ Paid time off for community service with the ability to take (3) paid days off per year to volunteer during a work day and (3) days per year on a weekend earning you an additional (3) days of comp time
Gym rewards of up to $240 per year