Director of Customer Service

Join the HC Brands Family!

We are a fast-growing e-commerce company with a tech centric approach, who specializes in designing and manufacturing personalized products and shipping them to customers within 24 hours. We are headquartered in Jacksonville, Florida with an additional fulfillment center in West Chester, PA. In just five years, we have grown from approximately 30 employees to nearly 110 with a planned sales growth rate of well of 30% annually for the next several years. Our Company was founded in the 1950’s on a promise of taking care of every customer like they are family. That’s been the bedrock for 60+ years. We have a fun growing the business, developing our teams, and giving back to the community. If you are looking for a career change and a place where you can make a difference, then HC Brands is where you need to be

HC Brands is searching for an experienced Director of Customer Service to lead our e-commerce service delivery team located at our headquarters in Jacksonville Florida. The candidate will be responsible for all aspects of our Customer Service Operation including managing our current team of 20-30 service professionals and setting the priorities and agenda for our Customer Service Operation for the next several years. This is a great opportunity for an experienced and high energy service leader to put their mark on our Company and help us continue to provide industry leading service to our Customers all over the world!

Who we are looking for:

• Recruit, mentor inspire and develop customer service Supervisors and Agents and nurture an environment where they can excel through encouragement and empowerment.
• Improve customer service experience post sale that helps the company grow sales organically by increasing repurchase rate.
• Partner with our Technology and Marketing Team to identify opportunities to improve customer experience while reduce operating costs. Find ways to automate!
• Assist the executive team with aligning company priorities with customer priorities. This includes presenting strategy, presenting and selling creative ideas to all levels of the Company.
• Drive process improvements across various parts of the business to reduce customer pain and reduce waist.
• Create and monitor operating budgets to include operational labor costs and customer appeasement costs.
• Manage Order Flow and Order Management Systems to insure timely order processing. We ship most products within 24 hours.
• Develop, document and train service procedures, policies and standards
• Build easy to use and helpful customer self service capabilities
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports…. Use data to drive decisions
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets

EXPERIENCE/SKILLS REQUIRED

• 4-year college degree with a minimum of 5 -year’s management experience preferably in a service operations or contact centers.
• Strategic thinkers who can develop sell ideas to the executive team and demonstrate they follow through to get them implemented and working.
• Great Management skills. Organized, Likes Structure and knows how to create it.
• Good at identifying and nurturing talent.
• Hard charger willing to challenge norms and take risks when appropriate.
• Highly driven self-starter that likes to drive results and solve tough problems.