Associate Manager, Customer Service Expert

Deciem Inc; Nottingham; Hybrid; GBP 40,000 - 54,000; Full time

Benefits offered by this job

Generous vacation and personal days

Volunteer time off

Paid parental leave

Employee assistance program

LinkedIn Learning access

Product discounts

Job summary

Deciem Inc in the United Kingdom is hiring an Associate Manager, Customer Service Expert for our Nottingham hybrid office. You will oversee a small team of Service Experts, drive customer satisfaction, and uphold our brand standards.

The role requires 2+ years of people management, a background in beauty or consumer goods is a plus, and you will partner with Ecommerce, logistics, and digital teams to ensure outstanding service. We offer generous benefits and development opportunities.

Qualifications

• Management experience in customer service support is preferred.
• Strong problem solver and negotiator which is an asset to resolving complex customer service cases.
• Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
• 1-2 years’ experience in a leadership capacity in customer service is considered an asset
• Strong leadership skills relevant education OR equivalent experience in customer service is an asset to coach and mentor employees

Responsibilities

• Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
• Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
• Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
• Investigate issues from team members who are unable to resolve and provide real-time solutions
• Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
• Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
• Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
• Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
• Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
• Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
• Remain up to date with basic product knowledge, company initiatives, activations and campaigns
• Perform other duties as assigned

Skills

Management experience

Problem solving

Lead/coach

Leadership experience

Coaching/Mentoring

Tools

MS Office

Google Suite

Salesforce

Job description

Associate Manager, Customer Service Expert

• Associate Manager, Customer Service Expert

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal to create with purpose.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT ON EARTH IS DECIEM?

Known as "The Abnormal Beauty Company", DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE’RE LOOKING FOR

We are looking for an Energetic and Inspiring Associate Manager, Customer Service Expert, who embraces changes successfully and is innovation-driven.

Comfortable in decision-making in line with the brand directions and core values!

Experienced in a fast-paced environment and People Management.

• This is a Hybrid Role (Nottingham Office & Remote)
• Full-time position
• 2+ years of people management and /or leadership experience is required
• Beauty, Skincare, and Consumer goods background is an ASSET

WHAT YOU’D BE DOING IN THIS ROLE

• Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
• Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
• Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
• Investigate issues from team members who are unable to resolve and provide real-time solutions
• Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
• Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
• Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
• Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
• Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
• Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
• Remain up to date with basic product knowledge, company initiatives, activations and campaigns
• Perform other duties as assigned

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• Management experience in customer service support is preferred
• Strong problem solver and negotiator which is an asset to resolving complex customer service cases
• Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
• 1-2 years’ experience in a leadership capacity in customer service is considered an asset
• Strong leadership skills relevant education OR equivalent experience in customer service is an asset to coach and mentor employees

WHAT YOU’LL BE GAINING BY JOINING OUR TEAM

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.

6 months of paid time off for new parents (inclusive of all genders).

Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.

Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.

First dibs on new products.

A generous discount on DECIEM products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

Play in the grey.

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, \" Belonging is the Destination, Change is the Journey\" .

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.