Director of Customer Support and Sales

About the Company

Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell and distribute luxury home décor to interior designers as well as boutique/luxury retailers globally. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials); Pigeon & Poodle (home and bath accessories); Blue Pheasant (handcrafted tabletop products) and Thucassi (artisanal candles and fragrances).

About the Role

Reporting to the Chief Operating Officer, the Director of Customer Support and Sales is responsible for ensuring our customer experience is best-in-class. We seek to elevate the client support experience through efficient, professional, helpful and timely communication. This leader manages a team of Account Managers, Customer Service associates and has strong cross-functional relationships with Operations and Sales leaders. With a focus on continuous improvement, the ideal individual will drive operational efficiency and collaborate cross-functionally to align customer support strategies with overall business objectives.

Responsibilities

• Create and implement strategic initiatives to continue to push our customer service to higher heights, helping the customer however and whenever they need assistance.
• Lead and oversee a team of account managers and customer service representatives, providing guidance, support, and mentorship to ensure the achievement of individual and team goals.
• Develop and implement strategic plans to foster strong client relationships, enhance customer satisfaction, and drive revenue growth.
• Collaborate cross-functionally with sales, marketing, and product teams to align account management strategies with overall business objectives and market trends.
• Develop and maintain a structured, new hire training program and provide continuous learning opportunities for incumbent staff members.
• Manage productivity (through reviewing invoicing, sales to invoicing rations, canceled order rates, etc.) and set performance standards to meet company client service goals.
• Partner with Technology partners on system needs and sales data to support service initiatives.
• Train and coach employees to develop communications skills in the areas of email exchanges, conflict resolution, brand sales and presentation, etc.) in order to achieve high performance.
• Work with the Marketing staff on customer feedback regarding various tools (catalog, website, tear sheets, care cards, etc.)
• Respond professionally to escalated service inquiries with customers and sales reps and provide effective resolution.
• Partner with the management team to align the customer service team policies and systems with the company's objectives.
• Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Maintains in-depth working knowledge of Ardmore Home Design systems and processes.
• Measures team performance and makes employment decisions with the support of HR.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Assists Customer Service Representatives, Account Managers, Sales Reps/Dealers to troubleshoot orders which require special handling.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Ardmore Home Design process knowledge and strong negotiations/sales skills.
• Performs other related duties as assigned.
• Some travel is required.

Qualifications

• Exceptional verbal and written communication skills, adept at conveying complex ideas clearly and professionally.
• Strong interpersonal skills with a strong focus on delivering outstanding customer service, fostering positive relationships, and resolving inquiries effectively.
• Proven experience in leading teams of account managers, customer service representatives, or other related roles.
• Excellent organizational abilities coupled with strong attention to detail.
• Adept problem-solving capabilities, proficient in identifying and addressing challenges proactively.
• Demonstrated leadership acumen, capable of effectively supervising teams, providing guidance, and inspiring peak performance.
• A customer-centric mindset and a passion for delivering outstanding service and building long-term relationships with clients.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• A Bachelor’s degree required.
• At least five years of management experience in a wholesale/retail environment is required.

Why AHD?

We believe every employee should be rewarded fairly for a job well done! As an AHD employee, you will enjoy comprehensive healthcare coverage including medical, vision and dental care. Your financial well-being will be supported through our 401(k) retirement investment plan. Moreover, we offer a challenging & rewarding professional work environment.

The AHD total package includes:

• Medical
• Dental
• Vision
• 401(k) Retirement with up to 6% employer contributions
• Paid Vacation Time
• Paid Holidays
• Consistent work/life balance
• No weekends and for wholesale distribution business (no manufacturing)
• Relaxed and collaborative work environment
• Up to 6% 401k employer contributions
• Amazing benefits and wellness programs
• Training and career development opportunities