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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, with a focus on coaching, performance management, and fostering a customer-centric culture. Proficient in order management, data analysis, and cross-departmental collaboration to enhance operational efficiency and service delivery.
Highest-signal resume keywords
Customer Service Operations ManagementTeam Leadership and DevelopmentAdvanced Excel SkillsERP Systems ProficiencyOrder Management and Fulfillment Processes
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ManagementData AnalysisPerformance MonitoringCoaching and TrainingAccount MaintenanceFulfillment ProcessesReport PreparationCustomer Relationship ManagementCross-Training ProgramsStandard Operating Procedures
Soft Skills
Communication SkillsOrganizational DisciplineProblem-SolvingAdaptabilityTeamwork
Tools & Technologies
ERP SystemsWMS PlatformsMicrosoft OutlookEDI TransactionsData Filtering
Industry Keywords
Retail Jewelry IndustryGold MarketProduct PricingCustomer-Specific RequirementsOperational Requirements
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead, manage, and develop the customer service team
- Establish clear roles, responsibilities, performance expectations, and accountability
- Provide coaching, training, and professional development
- Monitor individual and departmental performance against service levels, productivity goals, accuracy standards, and deadlines
- Establish priorities, allocate workloads, and ensure appropriate coverage
- Conduct performance reviews, provide feedback, recognize achievements, and address performance issues
- Foster a collaborative, customer-focused culture emphasizing ownership, responsiveness, continuous improvement, and teamwork
- Develop and maintain standard operating procedures, training materials, and cross-training programs
- Oversee order fulfillment and account maintenance
- Ensure exceptional customer service, on-time shipments, and compliance with customer-specific requirements
- Partner with Sales, Buying, Accounting, Distribution, Inventory Management, and other departments to resolve issues, improve processes, and support business objectives
Requirements
What you’ll need- Typically, 5 plus years of relevant external experience or 3 plus years of relevant internal experience, or an equivalent combination of education and experience
- Prior experience managing or supervising a customer service team is strongly preferred
- Demonstrated ability to lead, coach, motivate, and develop employees while establishing clear expectations and maintaining accountability for results
- Strong understanding of customer service operations, order management, account maintenance, fulfillment processes, and customer relationship management
- Understanding of the retail jewelry industry, gold market, product pricing, and related customer and operational requirements not required but preferred
- Ability to read, interpret, analyze, and prepare reports in accordance with customer account requirements and business needs
- Advanced Excel skills, including VLOOKUPs, pivot tables, filtering, and data analysis
- Proficiency with ERP systems, WMS platforms, Microsoft Outlook, and related business applications
- Working knowledge of EDI 850, 860, 846, 855, 856, and 870 transactions and their application in order management, inventory reporting, acknowledgments, shipping, and order status communication
- Ability to resolve complex issues, make sound decisions, manage escalations, and balance competing priorities in a fast-paced environment
- Excellent written and verbal communication skills and ability to work effectively with customers, employees, and cross-functional stakeholders
- Ability to manage multiple accounts, deadlines, projects, and operational priorities while maintaining accuracy and attention to detail
- Ability to learn new processes quickly, adapt to evolving responsibilities, and lead teams through changing customer and business requirements
- Strong organizational discipline, sound judgment, and commitment to meeting deadlines, delivering results, and maintaining high service standards