Customer Service Manager- TEMP

Position Summary
Perry Ellis International is seeking a dynamic and results-driven Temporary Customer Service Manager to lead our service operations. This is a high-impact role responsible for elevating the customer experience by managing a team of representatives, optimizing service workflows, and ensuring seamless communication between our customers and internal departments. You will be the primary advocate for the customer, balancing operational excellence with a deep passion for the fashion and retail industry.

Key Responsibilities
Team Leadership: Direct and mentor the customer service team, fostering a high-performance culture focused on resolution efficiency and brand loyalty.
Process Optimization: Develop and implement innovative service strategies and SOPs to streamline inquiries across phone, email, and digital channels.
Performance Tracking: Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates.
Escalation Management: Act as the final point of contact for complex customer issues, providing professional and creative solutions to maintain brand reputation.
Cross-Functional Collaboration: Partner with Logistics, Sales, and E-commerce teams to resolve order discrepancies and improve the end-to-end customer journey.
Strategic Reporting: Analyze customer feedback and data trends to provide actionable insights to senior leadership regarding product quality and service gaps.

Qualifications
Experience: Minimum of 5-7 years in customer service management, ideally within the retail, apparel, or consumer goods industries.
Education: Bachelor’s degree in Business Administration, Communications, or a related field.
Technical Skills: Proficiency with CRM software (e.g., Salesforce or Zendesk) and ERP systems (NetSuite preferred); advanced knowledge of Microsoft Office.
Industry Knowledge: Proven track record of managing high-volume service environments during peak retail seasons (Holiday, Back-to-School).
Language: Bilingual (English/Spanish) is a significant plus given our global presence.

Personal Attributes
Adaptive Communicator: Ability to de-escalate high-pressure situations with empathy and clarity.
High Energy & Proactive: A leader who doesn't wait for issues to arise but anticipates customer needs and team roadblocks.
Culturally Attuned: A genuine passion for fashion and the ability to act as a steward of the Perry Ellis brand heritage.
Highly Organized: Exceptional ability to manage departmental budgets, staffing schedules, and project deadlines simultaneously.
Resilient & Solutions-Oriented: Approaches service hurdles with a creative, "can-do" attitude to turn negative experiences into brand wins.