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.
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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.
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Performance Management: Establish clear performance standards for the team, including response times, resolution turnaround times, and client satisfaction.
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Escalation Management: Step in to resolve complex or sensitive customer accounts with diplomatic precision and high emotional intelligence.
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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.
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Process Improvements: Identify gaps in the current customer journey and implement best practices to streamline multichannel customer communication (phone and email).
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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.
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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.
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InterDepartmental Liaison: Partner with Logistics, Operations, Accounting, and Warehouse management teams to trace missing shipments, resolve billing discrepancies, and provide product feedback to operations.
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Experience: A minimum of 5+ years of customer support experience in a fastpaced environment, with at least 23 years in a direct supervisory or management role. B2B or wholesale distribution experience is highly preferred.
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Technical Proficiency: Advanced computer literacy is required. Handson administration of NetSuite or an equivalent Tier1 ERP/CRM system is required.
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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.
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Communication Skills: Excellent verbal and written communication. Ability to articulate system issues, procedural changes, or client concerns clearly and professionally.
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Education: A BA or BS degree is preferred; equivalent professional leadership experience will be considered.
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Emotional Resilience: A calm, attentive, empathetic, and solutionoriented mindset for addressing sudden operational disruptions or customer escalations.
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Multitasker: Highly developed organizational skills, with an innate ability to prioritize, manage time efficiently, and remain agile in a growing business operation.
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Mission Alignment: Personal integrity, absolute reliability, and a commitment to upholding Riley Blake Designs’ core values.
Why Work at Riley Blake Designs?
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Rapid Growth: We are a highly successful, globally expanding organization with significant market potential.
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Comprehensive Benefits: Includes medical, dental, and vision insurance for eligible fulltime employees.
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Financial Security: 401(k) retirement plan with a competitive company match.
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Time Off: Competitive paid time off (PTO) accrual structure supporting worklife balance.
