Customer Relations Supervisor

Location: Chicago, IL

Reports to: Customer Relations Manager

About us:

Trunk Club, a Nordstrom Company, is a Chicago-based personalized styling service for men and women, offering both virtual and in-person shopping options. Shoppers can visit Trunk Club’s retail Clubhouses in Boston, Charleston, Chicago, Dallas, Los Angeles, New York City, Washington D.C., for an in-person styling session or custom fitting for any occasion. For those who prefer an at-home experience, Trunk Club offers a virtual styling option, where a personal stylist sends a curated trunk of clothing to their home based on the customer’s style, fit, and lifestyle preferences. 

Working for Trunk Club:

When you join Trunk Club, you join the Nordstrom family. Our fast-paced and entrepreneurial environment is paired with the strong history and experience of a retail legacy. We have access to some of the greatest minds in retail and technology and are constantly creating innovative strategies to develop the ultimate apparel solutions. We welcome your adaptability, your curiosity, and your passion to contribute to our unparalleled shopping experience! 

ABOUT THE ROLE:

As a Customer Relations Supervisor, you play a crucial role in delivering an exceptional customer experience. You’ll be supporting a front line Customer Relations Service team, and helping solve problems for our members. You’ll have the opportunity to assist in the development of the entire Customer Relations Service department, strategize and provide creative solutions, improve our level of service, contribute to our unique company culture, and create innovative new capabilities for Trunk Club.

WHAT YOU DO EVERYDAY:

• Manage team members - scheduling, attendance, quality of performance, monitor and manage service level agreements
• Work with the Customer Relations - Service Manager, Training Team, and Sales Operations to drive team metrics
• Evaluate Customer Relations Service Associates on performance, while also tracking various productivity and performance standards
• Monitor team’s communication and customer quality through QA audits and 1:1 coaching

• Generate new ideas and processes that will help scale our business

• Close the loop on some customer complaints and work with cross functional teams to address customer issues
• Assist with hiring; onboard new hires, provide support and coaching during their training trial

ABOUT YOU:

• You are accountable and feel comfortable holding other accountable
• You have managed direct reports to performance metrics
• You love coaching associates on a daily basis
• You love helping others and creating positive experiences for people
• You’re a great listener, and you are also highly comfortable articulating your point of view
• You routinely plan your day and organize your life
• You love process and creating structure but you’re also flexible and not change-adverse
• You are comfortable giving and receiving feedback
• You enjoy leading and developing people
• You’re available on weekends, evenings and some holidays

WHAT YOUR BACKGROUND MAY LOOK LIKE:

• Bachelor's degree or relevant 1-4 years of experience in management (call center environment/retail sales/customer service experience a plus)
• Reliable for efficiency, accuracy and attention to detail
• Ability to learn quickly and multi-task, you can juggle several tasks with ease
• Proficient with Microsoft Word and Excel and have intermediate technical skills
• Maintain confidentiality
• Dependable for providing essential support to a team and excellent communication
• Comfortable with working in a chaotic environment and work well under pressure
• Positive attitude and eagerness to take on additional responsibilities

WHAT TRUNK CLUB WILL PROVIDE FOR YOU:

• Competitive compensation
• Healthcare benefits (medical, dental, vision, 401k)
• Career advancement opportunities with strong emphasis on internal promotions
• A company culture like you’ve never experienced
• State of the art workplace environment
• A comprehensive training program - We support and encourage your professional development through ongoing training sessions that will enhance your sales and customer service skills

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to frequently stand; walk; use hands and fingers, reach with hands and arms.