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Vice President of Customer Relations

Company: Lakeshirts, Inc
Location: Detroit Lakes
Posted on: June 12, 2021

Job Description:

OUR CULTURE IS ONE-OF-A-KIND AND TRULY SETS US APART. We are proud of our humble beginnings and non-corporate style. We offer a unique atmosphere, unlike any other manufacturer. We work hard to be the best and we seek only committed individuals that will help move our company forward and embrace our values and culture. Lakeshirts | Blue 84 is one of the largest privately owned screen-printing manufacturers in the United States, responsible for decorating and distribution of a wide variety of garments for the resort, college and K-12 markets. At our headquarters in Detroit Lakes, MN, we employ over 550 great people, proudly producing 35,000+ garments daily. It's not just a job but a lifestyle. Our job descriptions help support and guide you in the role you play in making our company successful. LIFE'S BETTER IN A T-SHIRT. IT REALLY IS.

CUSTOMER SERVICE IS NOT A DEPARTMENT, IT'S AN ATTITUDE.

THE OPPORTUNITY:

We're looking for an experienced executive level leader to champion our value of WOWing our Customers across all divisions of the company. If you are a strategic thinker and love working with people, solving problems, work well under pressure, can handle any conflict and bring about a positive result (hello, service with a smile), while keeping an even keel, this position might fit you to a tee. The ideal candidate will additionally bring recent and relevant experience leading a call-center style team, along with technology/system innovation to catapult our customer service experience to the next level of WOW.

The VP of Customer Relations is responsible for the overall customer experience in all divisions, National Sales Rep support and growth, and internal sales order movement. The VP of Customer Relations will lead a diverse team of customer service professionals (8+ direct reports & over 60+ team members & growing) in a process rich environment with a mix of on-site and remote team members while cultivating a high-caliber, collaborative team where each staff member is engaged and attentive to the needs of internal and external customers. They create a positive and respectful team environment that reflects Lakeshirts' values and culture, and understands Lakeshirts focus on building long term customer relationships and continuous process improvement.

Schedule: Monday-Friday, 8a-5p, 45+ hours per week

A Typical Day (job functions) | Lead by Example + Assign Work + Collaborate + Communicate

  • Bring an executive level approach to strategically catapult our customer service experience to the next level of WOW,
  • Develop, implement and sustain organizational structure, systems and training that support expected growth for both onsite and off sites team members; ensuring both individual and team success.
  • Owner of all customer service related Execution Plans; driving continuous improvement goals for the department.
  • Communicate with reps, customers, and team members on the phone, in person, and via email in a manner that is professional and MN Nice; answer questions and resolve difficult or complex issues promptly to prevent delays in processing orders. Working with the entire customer service team to ensure they provide the same service level expectations.
  • Ensure each team member provides the expected support to sales reps by keeping them updated on current issues such as line changes or additions, proofing and processing orders, serving as a resource for questions and requests.
  • Monitor and ensure service level agreements, customer service goals and rep agreement timelines are being met by the team. Report monthly to sales managers and president the results of the team and steps being taken to improve results.
  • Mentor leads in each division, establish and maintain a plan/do/check/adjust system with each lead.
  • Foster an environment of cross-training within the team, identifying and providing opportunities for future leaders to grow.
  • Establish and maintain a bench of employees to fill gaps of team leadership that could occur during vacations, exits, etc.
  • Collaborate with other leaders throughout all departments at Lakeshirts to uphold standards and communicate changes to team in a timely manner.
  • Initiate and ensure current leadership is providing ongoing training to the rep coordinators so they may accurately enter orders, service rep & customer questions and requests, and run all reporting aspects needed to provide this service.
  • Collaborate with other leaders to set long and short term goals for improving the customer and rep experience from onboard to exit. Lead and/or assist in implementing steps to achieve those goals.
  • Align with Sales Managers to identify additional ways to assist our reps and customers.
  • Collaborate with team to overcome any team member concerns and performance issues.
  • Conduct quarterly performance and yearly increase reviews with employees in conjunction with Team Leaders
  • Embrace our value of Continuous Improvement; frequently review, identify and implement improvement measures to increase efficiency within processes and the team.

Skills (qualifications) | Servant Leadership + Multi-task + Problem Solve + NIMBLE + TEAMwork

  • Degree in Business, Communications, Marketing, Merchandising, or related field required
  • Minimum of 5+ year's customer service leadership experience in a fast-paced work group or high-volume sales department.
  • Personable, friendly, energetic, humble, optimistic, and must have a good sense of humor
  • Recent and relevant experience leading a call center style team
  • Ability to multi-task, problem solve, pay attention to detail
  • Independent decision-making skills with reason and good judgment
  • Ability to work well in a team
  • Must be reliable, responsible, flexible and take direction well
  • Must be able to handle multiple interruptions and follow through
  • Excellent communication skills both written, oral and feel comfortable presenting to large groups
  • Proficiency using technology, such as PowerPoint, Excel and Word, to be organized and efficient, experience with CRM software is a must.
  • Call center technology/management systems knowledge, with system implementation and use experience preferred
  • Must have the skills, curiosity, and desire to run & scour Excel reports through the use of filters, pivot tables, formulas, etc., to identify potential bottlenecks or issues that need to be addressed on a daily basis
  • Welcoming of change nimble and open minded
  • Must have an ability to recognize our culture, contribute to it, and be a part of it. Big egos, game players, "me firsts", entitled, and other such traits need not apply. We kind of mean it J
  • Must love dogs (we kinda like them at our MN headquarters, and we hope you do, too)

Cognitive or Mental Requirements of the Job:

Employee must be able to see and hear, read and write. Requires good judgment, people-oriented, flexible organized diplomatic, reliable, enthusiastic, courteous, helpful, patience.

Keywords: Lakeshirts, Inc, Fargo , Vice President of Customer Relations, Other , Detroit Lakes, North Dakota

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