Job Summary:

The Director of Customer Service will lead a multi-language and multi-regional team to delight iHerb’s Customers around the world. We are building a team that champions the Customer across the company and delivers the best-in-class Customer Service. We are looking for a strong 24/7 operational leader, a cross-functional six-sigma champion, and an innovative leader in Customer Service Experience design.

Job Expectations:

• 24/7 CS Operations:
  • Lead and develop a 24/7 Customer Service team interacting with Customers across multiple languages and time zones in the world.
  • Lead the continuous improvement of Customer Service competencies and capabilities through training of direct teams as well as our 3rd party service providers.
  • Establish and drive success in Customer satisfaction metrics; including quantitative metrics such as ticket response time, ticket resolution combined with qualitative metrics such CSAT surveys, service quality assessments.
  • Own the review, analysis, and presentation of regular summary of CS operational KPIs to executive teams.
  • Lead the identification and execution of continuous improvement programs within these areas of Customer Service operations; through team guiding principles, policy, standard operating processes, operating toolsets, and best practices.

• Six-Sigma Champion:
  • Lead the closed loop process across the organization; driving systematic issue identification and change management to improve iHerb’s Customer experience; working in collaboration with Global Logistics, Marketing, Web/App Content, and IT.
  • Lead the team of CXM and the closed-loop framework of identification and resolution of key Customer pain points throughout the iHerb Customer Experience.
  • Lead responsive improvements to Customer Service downstream as well as proactive improvements to Customer Experience upstream (including Site/App Content, Checkout, order Fulfillment and Delivery)
• CSX innovation:
  • Technology will be a core foundation and driver of innovation in Customer Service Experience (CSX), this leader will work closely with Product and Engineering teams to drive the adoption of technology and automation in Customer Service Experience.
  • Work with product & engineering teams to identify, assess, and drive Customer Service improvements through technology; including CS toolset automation, machine learning natural language driven CS chat platforms, and Customer self-service capabilities.

Qualifications:

• 10+ of experience leading Customer Service teams in the US and/or international markets.
• Previous experience in managing Contact Center Operations (Customer Service, Sales, or Returns/Collections)
• Expertise and strong knowledge of digital CS contact pages and chat bot technologies.
• Certification and/or strong expertise in Lean concepts, Six Sigma preferred.
• Strong analytical capabilities and proficiency with excel.
• Strong external communication and interpersonal skills to Customers and to public channels including social.
• Strong internal communication skills to the executive team.
• Experience with Microsoft office, call center systems, etc.
• Experience creating spreadsheets in Excel
• Experience with Zen Desk a plus
• Bachelor’s Degree in Business or related field preferred or a combination of education and equivalent work experience.

Experience Requirements:

• Generally requires a minimum of five (5) to ten plus (10+) years direct line-management experience in a multi-medium (email, chat, phone, etc.) customer services environment; e-Commerce experience strongly preferred
• Five plus (5+) years’ experience managing customer service for both U.S. and international customers
• Five plus (5+) years’ experience managing a large customer service staff both locally and remotely
• Three (3+) years’ experience in workforce management staffing analysis, planning, metrics, etc.
• Experienced and comfortable providing daily/weekly/monthly reporting on contacts, abandon-rates, AHT, etc. for operational planning, executive review, and to assist with improving the customer experience to eliminate the need for contacts scaling with sales.
• Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.

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