Director of Customer Service

Overview:

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

Reporting to the Sr. Director, Customer Experience & Operations, the Director, Customer Service will oversee the customer service delivery, strategic planning, and execution of all Customer Service operations to provide best-in-class service experience for our customers. The Director, Customer Service will lead a team of supervisors, service agents, and administrators to achieve and measure desired quality and service levels, continuous improvement, employee development, knowledge management, and expense control.

Year 1 is going to be about:

• Deliver exceptional service to our customers and manage customer service P&L cost-effectively.
• Manage a diverse Customer Service team consisting of U.S. based agents, remote international agents, service supervisors and administrators.
• Manage customer service channels, including self-service, chat, email, text, and phone. 
• Manage Zendesk for service teams, including Zendesk workflows, Zendesk FAQ/macros, and automation, and Zendesk customer data. 
• Manage team scheduling to ensure agent availability, customer satisfaction and cost.
• Measure, solicit feedback, and identify opportunities to improve processes and workflow. 
• Partner with Business Analyst team to build reporting and make data driven decisions. 
• Define and iterate on escalation processes.
• Establish strategies to drive customers to utilize channels that are most effective for their request and cost effective for the business.
• Manage service return processes to ensure customer satisfaction and cost-effective returns.
• Assist in building a roadmap for homegrown order management software.
• Other duties as assigned.

We can’t skip over some of the specific skills and experience we know are a “must” to be successful.  So, we need you to have:

• Experience working with E-Commerce, scheduling and customer return management required.
• Experience with workflow development and tableau analysis required.
• Experience working with Self Service UX and Zendesk required.