Customer Care Manager

About Us

Riley Blake Designs is a wholesale company that produces and ships high-quality fabrics and sewing supplies worldwide. Our goal is to inspire and connect creative individuals with innovative, top-quality products. We emphasize creativity and deliver results!

Position: Customer Care Manager

We're looking for an expert who thrives in a team-oriented environment and understands that delivering excellent customer service and ensuring customer satisfaction are our top priorities. As a manager, you'll foster a positive, high-performance culture, optimize workflows, and drive cross-functional success by collaborating with other departments to maintain the industry-leading support that defines our brand.

Core Responsibilities

• Supervise and Mentor: Oversee, develop, and train the Customer Care Representative team, fostering a positive work culture that prioritizes professional growth and a healthy worklife balance.
• Performance Management: Establish clear performance standards for the team, including response times, resolution turnaround times, and client satisfaction.
• Escalation Management: Step in to resolve complex or sensitive customer accounts with diplomatic precision and high emotional intelligence.
• Operations and Workflow: System Ownership: Supervise and optimize the team’s use of NetSuite CRM and other operational systems to ensure accurate documentation of customer interactions, billing information, and orders.
• Process Improvements: Identify gaps in the current customer journey and implement best practices to streamline multichannel customer communication (phone and email).
• Resource Allocation: Manage scheduling flexibility and shift coverage to ensure coverage between 7 AM and 5 PM, maintaining high availability for our B2B customers and Sales Representatives.
• Sales Partnership: Act as a primary liaison between the Customer Care team and Regional Sales Representatives to facilitate seamless ordering, order tracking, and customer requests.
• InterDepartmental Liaison: Partner with Logistics, Operations, Accounting, and Warehouse management teams to trace missing shipments, resolve billing discrepancies, and provide product feedback to operations.

Qualifications and Requirements

• Experience: A minimum of 5+ years of customer support experience in a fast-paced environment, with at least 23 years in a direct supervisory or management role. B2B or wholesale distribution experience is highly preferred.
• Technical Proficiency: Advanced computer literacy is required. Hand-on administration of NetSuite or an equivalent Tier1 ERP/CRM system is required.
• Industry Knowledge: Due to the technical nature of our products, a foundational knowledge of sewing, quilting, pattern interpretation, or textile design is required. Machine embroidery experience is a plus.
• Communication Skills: Excellent verbal and written communication. Ability to articulate system issues, procedural changes, or client concerns clearly and professionally.
• Education: A BA or BS degree is preferred; equivalent professional leadership experience will be considered.
• Attributes for Success: Emotional Resilience: A calm, attentive, empathetic, and solution-oriented mindset for addressing sudden operational disruptions or customer escalations. Multitasker: Highly developed organizational skills, with an innate ability to prioritize, manage time efficiently, and remain agile in a growing business operation. Mission Alignment: Personal integrity, absolute reliability, and a commitment to upholding Riley Blake Designs’ core values.

Why Work at Riley Blake Designs?

• Rapid Growth: We are a highly successful, globally expanding organization with significant market potential.
• Comprehensive Benefits: Includes medical, dental, and vision insurance for eligible full-time employees.
• Financial Security: 401(k) retirement plan with a competitive company match.
• Time Off: Competitive paid time off (PTO) accrual structure supporting work-life balance.