Assistant Manager, Customer Services - US East Coast

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Your New Role...The Customer Services Assistant Manager supports the delivery of a consistent, high-quality customer experience across East Coast Retail, with a primary focus on e-commerce contact and store related enquiries for the Harry Potter Shops in Chicago and New York, as well as future store locations across the US. Based within the warehouse environment, this role oversees customer communication, return processing, and service resolution while ensuring operational alignment with warehouse and store teams.The position is responsible for leading a small customer service team, managing daily enquiry volumes, tracking trends in customer feedback and online reviews and identifying opportunities to improve service quality and guest satisfaction. This role also plays a key part in recognizing employee contributions across East Coast Retail as well as future US stores by highlighting positive customer feedback and supporting recognition initiatives.This role requires a confident, organized leader with strong communication skills, attention to detail and the ability to balance service excellence with operational efficiency.Your Key Responsibilities... Customer Service Operations• Oversee daily customer service activity for e-commerce and store related enquiries across East Coast.• Ensure timely and accurate responses to customer enquiries, complaints and requests through all communication channels.• Manage the end-to-end returns process for e-commerce orders, coordinating with warehouse teams to ensure accurate and efficient handling.• Act as the escalation point for complex or sensitive customer issues, ensuring appropriate resolution.• Review and approve refunds, replacements and goodwill gestures within agreed guidelines.• Ensure customer communication templates and responses remain accurate, up to date and aligned with brand tone.• Maintain service standards that align with brand expectations and guest experience goals.• Identify opportunities to improve customer service workflows, response efficiency and documentation.• Support the development and maintenance of customer service procedures and reference materials.• Ensure compliance with data protection, privacy and customer communication standards.Team Leadership• Lead, coach and develop Customer Service Lead and Customer Service Associates.• Set clear expectations for service quality, response times and communication standards.• Support onboarding, training and ongoing development to build confidence and consistency within the Customer Services team.• Monitor performance and provide regular feedback to support growth and accountability.• Regularly take responsibility for full warehouse operations schedule, partnering with other managers on labor requirements. Reporting and Trends• Track customer feedback, enquiry trends and recurring issues across e-commerce and stores.• Monitor online reviews, comments and guest sentiment across key platforms including structuring a response process to maintain contact with all customers leaving feedback.• Prepare regular summaries and insights for leadership, highlighting trends, risks and opportunities for improvement across areas with any identified actions. • Partner with store and warehouse leadership teams to address root causes of customer concerns.• Maintain trackers for enquiry volume, response times and resolution outcomes.Cross Functional Collaboration• Work closely with Warehouse and E-Commerce Operations to align returns processing, stock resolution and order fulfilment accuracy.• Partner with Store Operations leadership in Chicago, New York and future stores to resolve store related enquiries and follow up actions.• Act as a leader in the Warehouse, overseeing operations and team members as required per management schedule. • Collaborate with Marketing, PR and E-commerce teams on customer communication, website information, all messaging and service improvements.• Support alignment between customer service processes and operational execution.Employee Recognition and Engagement• Track and share positive customer feedback and recognition related to store and warehouse teams.• Support employee recognition initiatives by identifying service excellence and guest commendations.• Partner with leadership to ensure customer feedback is communicated back to teams in a timely and meaningful way.Qualifications and Competencies• Three to five years' experience in customer service, retail operations or e-commerce support roles.• Previous experience leading or supervising customer service teams.• Strong written and verbal communication skills.• Experience handling returns, order enquiries and customer escalations.• Ability to analyse customer feedback and translate insights into action.• Comfortable working in a warehouse or operational environment.• Proficiency with customer service systems, order management tools and Microsoft Office.• Experience within retail store, e-commerce and branded environments preferred.Work Pattern• Up to 40 hours a week working 8-hour shifts, this role will require working weekends. • The role will be based at the New Jersey Warehouse in Carlstadt full-time. Due to the adaptive nature of this role flexibility is required to suit the needs of the business.