Director of Customer Service- Operations

Job Summary: 
The head of Customer Service Operations will lead a multi-language and multi-regional team to delight iHerb’s Customers around the world.  We are building a team that champions the Customer across the company and delivers the best-in-class Customer experience.  We are looking for a 24/7 operational leader that is a data driven problem solver to continuously improve the end Customer experience.
 
Job Expectations:
  • Lead and develop a 24/7 Customer Service team interacting with Customers across multiple languages and time zones in the world.
  • Establish and drive success in Customer satisfaction metrics; including quantitative metrics such as ticket response time, ticket resolution combined with qualitative metrics such CSAT surveys, service quality assessments.
  • Lead the identification and execution of continuous improvement programs within these areas of Customer Service operations; through team guiding principles, policy, standard operating processes, operating toolsets, and best practices.
  • Own the review, analysis, and presentation of regular summary of KPIs to executive teams.
  • Lead the closed loop process across the organization; driving systematic issue identification and change management to improve iHerb’s Customer experience; working in collaboration with Global Logistics, Marketing, Web/App Content, and IT.
  • Lead the continuous improvement of Customer Service competencies and capabilities through training of direct teams as well as our 3rd party service providers.
  • Work with Customer Service Tech lead and IT teams to identify, assess, and drive Customer Service improvements through technology; including CS toolset automation, machine learning natural language driven CS chat platforms, and Customer self-service capabilities.
  
Knowledge, Skills and Abilities:
Required:    
  • 10+ of experience leading Customer Service team in the US and/or international markets.
  • Previous experience in managing Contact Center Operations (Customer Service, Sales, or Returns/Collections)
  • Strong analytical capabilities and proficiency with excel. 
  • Strong external communication and interpersonal skills to Customers and to public channels including social.
  • Strong internal communication skills to executive team.
  • Preferred Certification and/or strong expertise in Lean concepts, Six Sigma.
 
Equipment Knowledge: 
  • Experience with Microsoft office, call center systems, etc.
  • Experience creating spreadsheets in Excel
  • Experience with Zen Desk a plus
 
Experience Requirements:  
  • Generally requires a minimum of 5-10+ years direct line-management experience in a multi-medium (email, chat, phone, etc.) customer services environment; e-Commerce experience strongly preferred.
  • 5+ years’ experience managing customer service for both U.S. and international customers. 
  • 5+ years’ experience managing a large customer service staff both locally and remotely. 
  • 3+ years’ experience in workforce management staffing analysis, planning, metrics, etc. Experienced[JR1]  and comfortable providing daily/weekly/monthly reporting on contacts, abandon-rates, AHT, etc. for operational planning, executive review, and to assist with improving the customer experience to eliminate the need for contacts scaling with sales. 
  • Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.
 
Education Requirements: 
Bachelor’s Degree in Business or related field preferred or a combination of education and equivalent work experience.

Please Note:  At this time we are not offering any employer-sponsored work authorization.​

iHerb Inc.​is a leading online retailer of nutritional supplement and wellness products (vitamins, minerals, herbs, botanicals, bath and beauty, pet care, sports nutrition and children's health).​ Via its e-Commerce website, iHerb.​com delivers 35,000 products from over 1,500 brands direct to the customer in more than 180 countries.​ iHerb carries trusted brands customers love around the world.​

iHerb's growth has been recognized by Internet Retailer as a top 500 e-Commerce provider in North America and recently as a top 300 mobile commerce business in the world.​  In 2013 Google bestowed iHerb with its Google Trusted Store designation having shipped over 1,000,000 orders to customers in the US market with a 98%​ on-time shipping and a 99.​9%​ issue free orders.


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