Customer Service And Sales Operation Manager (maternity Leave Contract)

Customer Service And Professional Channel Operations Leader

We're looking for a dynamic, service-oriented leader to oversee our Customer Service and Professional Channel operations during a 12-month maternity leave contract.

This role is the champion of our Customer Service and Professional Channel, ensuring smooth operations to all our customers, consumers, the PST team, and other stakeholders. The scope of this position includes not only regular hands-on Customer Service duties but also leading the Customer Service team, ensuring that we always give 'outstanding customer service' to consumers, skin centers, and our internal team. Customer service at Dermalogica is not just about troubleshooting, it is about delighting people and empowering them to succeed in their experience with Dermalogica.

Operationally, this role has an additional emphasis in building and maintaining a relationship with our Professional Channel team across Canada. As the operational lead, you will be responsible for our CRM, collaborate with finance on dashboards and analysis, and lead sales meeting and training preparations, creating decks and supporting the Sales Director with any operational needs. If there is an easier way of doing things, we look for it, if there is an opportunity we take it, and if we are doing something wrong, we correct it.

Customer Service Responsibilities: 60%

• Leads a team of empowered and knowledgeable Customer Service Agents
• Provides learning and development opportunities for all the Customer Service Team.
• Hires, onboards and leads all HR processes for the Customer Service team.
• Ensures amazing knowledge of our processes and product knowledge expertise across all team members
• Acts as point person between Customer Service and leadership team as well as the field sales team
• Monthly reports to manager on key customer service team metrics
• Receives and processes orders via phone, chat and email by accounts, consumers and in-house departments, including corrections and changes
• Promotes additional customer sales by providing information on new products, reformulated products, and product promotions including freight incentives, discounts, etc.
• Works seamlessly and enthusiastically with all departments, co-workers, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others
• Responds to Account/Consumer/Staff inquiries, including all chat platforms and related emails, within a 24-hour period
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutions
• Creates Merchandise Returns Authorizations (MRAs) when required
• Prepares product or service reports by collecting and analyzing customer information.
• Shares ideas and concepts to ensure the company runs smoothly and effectively.
• Any other projects assigned by the PST Sales Director

Sales Operations Responsibilities: 40%

• Works closely with Sales Director and Regional Managers to provide administrative support for the professional field sales team.
• Manages and leads our CRM program ensuring the easiest lead journey and optimal operation of our existing business flows.
• Be in frequent contact with Business Consultants to ensure all account needs and requests are met such as sample requests, adjustments, and meetings.
• Leads the Opening Order process.
• Owns ongoing sales boosting projects for Sales team e.g. analysis of key metrics and contests.
• Coordinates with other departments the resources for use by sales team such as lead packs, toolkits, opening orders, trade show requirements as needed.
• Updates customer information when changes occur internally or externally such as address changes and direct ship lists.
• Be the 'go-to' person for sales team enquiries regarding processes and updates.
• Organizes sales meeting details such as travel and events.
• In collaboration with our RM's coordinates onboarding of sales new hires to ensure consistency and quality.
• Works effectively with all departments, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others.
• Contacts accounts via outbound calling and email to determine order needs and opportunities on an as needs basis.
• Any other projects assigned by the PST Sales Director

Essential Skills, Knowledge and Experience:

• A keen sense of curiosity and a love of solving problems
• Success with coaching, taking a leadership role and lead by example.
• Demonstrated ability in Microsoft Office, with emphasis on Excel and Word.
• Comfort with working in a Chat format.
• Professional phone etiquette skills with an excellent command of the English language.
• Demonstrated sales skills
• The ability to de-escalate and solve issues
• Good organization skills and the ability to multi-task
• Strong attention to detail
• Can be collaborative in a team environment or work independently with focus.
• Able to work well under pressure and has a powerful sense of urgency in their tasks.
• Minimum high school diploma or equivalent, with 2 years customer service experience preferred.
• Post-secondary education in Marketing, Sales, and/or Communications is an asset.
• High integrity – acts (and ensures others act) in accordance with Company Principles and ethical standards of professional conduct; refuses to violate ethical standards or condone violations by others.

Working conditions:

• Hybrid work model: 60% in-office with core in office hours from 10am–4pm
• Flexibility required for occasional evenings and weekends based on business need and with notice

Our commitment to you:

Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and communities.

We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self-identify.

We're committed to ensuring inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. If you require assistance during our recruitment process due to a disability, please contact us through our applicant tracking tool, BambooHR. We strictly prohibit discrimination against any applicant for employment because of the individual's gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.