Senior Manager: Customer Support

At Flo, we believe that a good night's sleep is essential for a happy and healthy life. That's why we've devoted ourselves to creating the best mattresses on the market. Our team of experts has spent countless hours researching, designing, and testing to ensure that our mattresses provide the ultimate comfort and support.

The following is a description of the profile on offer:

Returns Management:

Develop and implement efficient returns processes to streamline operations and improve customer experience.
Coordinate with various departments such as customer service, warehouse, and logistics to ensure timely processing of returns.
Evaluate returned products to determine eligibility for refunds, exchanges, or repairs.
Maintain accurate records of returns, including reasons for return, condition of products, and any necessary follow-up actions.
Monitor return trends and identify opportunities for process improvements to minimize returns and enhance customer satisfaction.

Escalations Handling:

Serve as the point of contact for escalated customer inquiries related to returns, exchanges, or other product-related issues.
Investigate escalated cases thoroughly to understand the root cause of the problem and determine appropriate solutions.
Liaise with relevant departments to resolve escalated issues promptly and ensure customer satisfaction.
Provide regular updates to customers regarding the status of their escalated inquiries and ensure timely resolution.
Implement strategies to prevent future escalations by addressing underlying issues and improving processes.
Team Management:

Lead and motivate a team responsible for handling returns and escalated inquiries.
Provide guidance, support, and training to team members to enhance their skills and performance.
Set clear goals and expectations for the team and monitor progress towards achieving objectives.
Conduct performance evaluations and provide constructive feedback to team members to promote continuous improvement.

Communication and Collaboration:

Communicate effectively with internal stakeholders to ensure alignment on returns policies, procedures, and resolutions.
Collaborate with cross-functional teams to address systemic issues impacting returns and escalations.
Act as a liaison between the customer service team and other departments to facilitate seamless communication and resolution of customer issues.

Qualifications:

Bachelor's degree in business administration, supply chain management, or a related field.
Proven experience in returns management or customer service, preferably in a retail or e-commerce environment.

Strong problem-solving skills with the ability to analyze complex situations and implement effective solutions.

Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and internal teams.

Ability to prioritize tasks and manage time efficiently in a fast-paced environment.

Leadership experience with a demonstrated ability to motivate and develop a team.

Proficiency in using software applications such as MS Office and CRM systems.