Associate Manager, Customer Service Expert

• Associate Manager, Customer Service Expert

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal to create with purpose.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

Known as "The Abnormal Beauty Company", DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

We are looking for an Energetic and Inspiring Associate Manager, Customer Service Expert
, who embraces changes successfully and is innovation-driven.

Comfortable in decision-making in line with the brand directions and core values!

Experienced in a fast-paced environme
nt and People Management
.

• This is a Hybrid Role (Nottingham Office & Remote)
• Full-time position
• 2+ years of people management and /or leadership experience is required
• Beauty, Skincare, and Consumer goods background is an ASSET

• Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
• Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
• Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
• Investigate issues from team members who are unable to resolve and provide real-time solutions
• Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
• Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
• Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
• Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
• Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
• Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
• Remain up to date with basic product knowledge, company initiatives, activations and campaigns
• Perform other duties as assigned

• Management experience in customer service support is preferred
• Strong problem solver and negotiator which is an…