Sally Beauty

  • Customer Service Manager - Armstrong McCall

    Job Location US-TX-Denton
    Posted Date 2 weeks ago(5/11/2018 12:49 PM)
  • Overview

    Sally Beauty Holdings (NYSE: SBH) is the world’s largest wholesale and retail distributor of beauty supplies. Our world headquarters is conveniently located in the Dallas / Fort Worth Metroplex, just 5 minutes north of Lake Lewisville off of I35E.

     

    We currently have an opening for a Customer Service Manager for our Armstrong McCall division. This position ensures that the AMLP Call Center is operating in compliance with all company policies and federal compliance regulations. Manages the Call Center for all of AMLP,  to meet or exceed corporate expectations, monitoring and applying resources, implementing change to affect improvement, while planning future needs and strategies to accommodate anticipated growth. 

    Responsibilities

    • Ensure compliance with corporate operation instructions, and all applicable state and federal regulations
    • Continually monitor and analyze call center performance making changes when necessary to achieve call quality expectations. 
    • Manage call center staff, Team leaders, and Trainers to achieve operational excellence.
    • Develop and maintain good working relationships with the distribution and credit departments. Insure timelines of processing of customer related issues, shipments and requests for credit. 
    • Develop and implement an on-going skill assessment and training program to ensure the call center staff is operating at peak efficiencies.
    • Prepare budget proposals and monitor departmental expenses to ensure that the department is within budget expectations.
    • Responsible for investigating operational and system enhancements to better service our customers, and making recommendations to management and or MIS for implementation.

    Qualifications

    • College degree or equivalent demonsratable work experience.
    • 5 + years of experience in a well-developed customer service department in a large company.
    • 2 years of management/supervisory experience in a customer service environment.
    • Experience working with retail franchises strongly preferred.
    • Sound knowledge of customer service concepts.
    • Knowledge of basic computer software (MS Office Suite) and understanding of computer systems interfacing.
    • Excellent, effective written and verbal communication skills.
    • Ability to deal with the different work styles of subordinates, vendors and senior executives.
    • Ability to reasonably resolve conflict in a timely manner.
    • Flexible (deadlines and priorities on projects may change frequently.)
    • Motivated and highly organized as this person will handle multiple projects simultaneously.

    We offer a competitive salary, outstanding benefits package that includes medical, dental, vision. Life insurance, paid vacation and sick days, paid holidays, merchandise discounts, tuition reimbursement, profit sharing, and 401(k) with company match.

     

    Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.

     

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