Responsibilities
- Serve as the primary point of contact for all customer service/sales inquiries, adept in building & managing a team of efficient customer service representatives.
- Manage the inbound/outbound US phone calls and email inquiries from both current and prospective customers who contact to share quotes for customized apparel purchases.
- Attract customers by promoting the product and company positively, answering questions, and addressing concerns as they arise with a CUSTOMER FIRST approach.
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
- Developing and implementing process improvements to increase efficiency in customer service operations.
- Use advanced sales techniques, understand customers’ needs to receive all information required to process these quotes, close the sales and pass them to the production team.
- Liaison with all related departments and external suppliers to facilitate information exchange and negotiate to get the best deal for the organization.
- Auditing work and service delivery to ensure the company's high standards, efficiency, and productivity goals are met.
- Document & oversee customer calls in the database system; including resolutions, issues, and general notes.