Director, Client & Retail Service in Danbury, CT at Ethan Allen Global Inc.

Date Posted: 11/22/2019

Job Snapshot

Job Description

Requisition ID: 006460

Position Summary:

Responsible for developing and executing the strategy of Ethan Allen’s customer service functions throughout our various headquarter departments, retail store network, and manufacturing facilities.  Focus on increasing total company service levels, product quality improvements, parts fulfillment programs, and decreasing lead times to increase client satisfaction levels. Leads and directs a staff of customer service representatives in a call center environment, and partners with team leaders in the field to ensure retailers and customers are retained and satisfied.

 

Essential Duties and Responsibilities:

  • Directs and oversees all aspects of customer service and virtual store operational policies, objectives, and initiatives.
  • Develops and/or modifies and implements procedures, policies, and standards governing all customer contacts and the handling of customer complaints for customer service department and virtual store.
  • Analyze department performance, plan and implement corrective measures if necessary.
  • Track, monitor, and trend Service Requests, consumer contacts, and retailer contacts to identify potential areas of improvement/communication.
  • Responsible for the administration and management of our social listening/reputation management programs
  • Manage the On Time Project by analyzing and reporting weekly/monthly shipping performance as compared to established lead times or original promise dates. Review parts performance along with finished goods performance.  Partner with Manufacturing, Merchandising, IT, and Logistics to find root cause issues and set corrective action steps to increase early or on-time performance.
  • Monitor and report product service level trends to top management.
  • Ensure retailers are selling and servicing drop shipments according to corporate drop shipment guidelines.
  • Responsible for coordination of and publication of the Ethan Allen Warranty for all product categories.
  • Create and lead task force to identify root causes or deficiencies, and formulate corrective actions to increase service levels
  • Manage the product quality improvement program, consisting of preparing monthly/yearly quality trend analysis, determine areas of opportunity based on trends and direct retailer feedback. Organize monthly Quality Call webinars with all stakeholders and set meeting agendas to review findings and determine corrective action to increase quality levels.  Follow up with stakeholders to ensure that action is taken, and issues are addressed.  Lead detailed analytical monthly quality calls to review issues, trends and recalls between various stakeholders from Customer Service, Manufacturing, Retail Division, Licensee Network, Merchandising, Compliance, and Logistics
  • Maintain the internal Client Services blog to share relevant information throughout the organization
  • Manage both the public facing Live Chat function on ethanallen.com and the internal facing Live Chat function.
  • Coordinate field quality audits to review overall quality issues. Coordinate and organize recalls as needed while working with Legal and Compliance teams.
  • Collect and Retain plant quality reports
  • Responsible to oversee all aspects of import parts as a business category within Ethan Allen including, but not limited to new product part identification, inventory planning, identifying and communicating of part trends with offshore Product Sourcing Managers or with offshore vendors directly.
  • May include domestic travel up to 5 percent

Job Requirements

Knowledge, skills, and abilities:

  • Bachelor Degree in business management or related field with a minimum of ten (10) years in customer service. Minimum of seven years progressive managerial experience required. Knowledge of the home furnishings industry is preferred.
  • Ability to work well with all levels of management, build partnerships and direct teams.
  • Excellent leadership and management skills with emphasis on mentoring, motivating and driving a large team to success.
  • Must be proficient with order/inventory management systems, Storis and JD Edwards preferred.  Must be proficient with Microsoft Office applications.  Experience with BirdEye, 8x8 CRM, and LivePerson preferred. 
  • Exceptional written and verbal communication, organization, negotiation and computer skills a must.

 

Ethan Allen is an Equal Opportunity/Affirmative Action Employer.  All Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.  We are an E-Verify Employer.

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