Customer Service Manager (2008105)
Vera Bradley Designs, Inc. (Fort Wayne, Indiana)

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Guided by our founders, Patricia Miller and Barbara Bradley Baekgaard, Vera Bradley has earned a reputation as a leader in the gift industry. Creating stylish quilted cotton luggage, handbags and accessories, the company combines smart product designs with distinctive and colorful fabrics and trims. For over twenty years, Vera Bradley has had a loyal following of customers who not only look forward to our lovely new fabrics and styles that are introduced each season, but who also appreciate the function and quality that is synonymous with our name. Located in Fort Wayne, Indiana, Vera Bradley continues to remain steadfast in our commitment to excellent quality, exclusive designs and dependable customer service. If you have a passion for working in an exciting, fast-paced environment with a family-focused, community-minded company, then your future could be in the bag with Vera Bradley! Description

Function: Manage all aspects of the customer service department to ensure total customer satisfaction while supporting company and departmental standards, procedures and strategic directives.

Essential Duties & Responsibilities: (Note: Other duties may be assigned)

Manage customer service team in all aspects of customer service with retailers and end consumers in all channels including wholesale, retail, web and merchandising Manage the development of strategies in order to maintain high customer service level in all customer service areasManage the relationship with our outsourced customer service groupDevelop and maintain good relations with allied organizations, sales representatives, customers and potential customers Responsible for customer service project management and process improvement projects Manage customer service staffing levels to ensure adequate staffing for both internal call center and third party resources Manage the telephone system as it relates to customer call routingCoordinate retailer promotion opportunities with Sales and Marketing Develop and manage the customer service budget

Qualifications/Experience:

Bachelor's degree in sales, marketing, business or other related field 5+ years experience in customer service or sales management Retail sales experience and/or call center experience preferred Prior direct supervision/leadership experience ERP experience preferred. SAP experience helpful.Strong PC skills utilizing Microsoft Office software Ad-hoc report writing and query development experience preferredAbility to lead, motivate and continually develop individuals in order to create a cohesive and effective team Strong desire and ability to serve customers and solve problems Strong analytical and project management skills Ability to interact with customers and outside sales representatives in situations that require confidence, tact and resourcefulness Detail oriented with the ability to multi-task and set priorities for self and others Excellent organizational skillsExcellent interpersonal and communication skills Ability to build good rapport with others Strong team player with ability to adapt to change in a fast paced environment

Environment & Physical Demans:

Office environment utilizing an office desk - sitting, reading, listening and speaking Occasional travel as required to visit retailers and travel to premieres Submitting a resume online at a job site could cause valuable screening information to be missed.

Please apply directly at:
http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=179507&company_id=15857&jobboardid=24

We are an Equal Opportunity Employer