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Sr. Mgr Customer Service

Company: Peet's Coffee & Tea
Location: Emeryville
Posted on: June 12, 2021

Job Description:

Who We Are

Peet's is the original craft coffee company. Founded in 1966 by Dutch immigrant Alfred Peet, the company remains true to its roots in the Pursuit of Better Coffee. Sourcing only the best, highest quality beans, carefully roasting in small batches, packaging, and delivering direct to more than 15,000 stores and partners to ensure freshness, and perfecting the craft of drink making in our 250+ coffee bars, we continuously build on our deep expertise and heritage to deliver great coffee. Now, in the midst of an exciting period of growth, Peet's is focused on sharing our passion - in offices, on campus, in grocery or specialty stores - anywhere coffee lovers live, work, or play.

The Customer Service Senior Manager is responsible for building a team that provides an exceptional customer experience to all customers who contact Peet's via phone, email and live chat or through our social media channels (Facebook, Instagram, Twitter and Yelp). This role provides ongoing training and development for the customer service team, while demonstrating sound personnel and financial management practices, and maintaining a positive and productive working environment within the department. While facilitating smooth operation of the call center, the role is also responsible for taking a leadership role in supporting customers as business channels roll out key initiatives.

The Customer Service Manager is a full-time, exempt position.

What You Will Do

  • Conduct and manage all aspects of training in the department, including customer service, social media, ecommerce, operations and product training.
  • Summarize and communicate consumer sentiment, broadly and in detail to promote and improvement in customer experience and build loyalty.
  • Create training programs for reps to build on their ability to provide exceptional customer service. Additionally, develop training programs and specific role plays that build on employee's selling skills.
  • Partner with cross-functional business partners (Peets.com, Coffeebars, Loyalty, CPG, Away from Home) on key business initiatives; provide training to the customer service team to ensure consistency and an exceptional customer experience.
  • Build, lead, coach and develop a first-class and cohesive customer service team, both internal and external; interview and hire based on the needs of the business; and provide ongoing performance management and development of the team.
  • Set and deliver budgeted cost targets per ticket; manage customer service and staffing levels by evaluating incoming customer contacts and cost to serve to versus budgeted payroll hours.
  • Continually re-evaluate and update customer service operating procedures to improve efficiency and effectiveness.
  • Lead and development processes for issue escalation, legal, QA and channel communication of immediate issues to resolve.

Who You Are

  • 5 yrs Cx department and/or customer call center leadership experience required with eCommerce and Retail industry experience
  • 10 yrs overall customer service background required
  • Excellent verbal and written communication skills; ability to drill down complex internal information to digestible consumer language
  • Background in Zendesk or other CRM tool, Shopify and payment systems
  • Ability to use technical expertise to problem resolve system issues by working directly with IT
  • Team-oriented attitude and the proven ability to motivate, influence and lead others
  • Ability to streamline operating procedures to improve effectiveness and efficiency
  • Solution-oriented attitude and success in collaborating with others to get things done
  • Flexibility and the ability to manage fast-paced growing business demands, prioritize, anticipate needs and adapt to changing priorities
  • Proficiency in MS Office

Keywords: Peet's Coffee & Tea, San Francisco , Sr. Mgr Customer Service, Other , Emeryville, California

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