Supv Customer Success Interaction Services US

Customer Service Team Leader

Founded in 1963 by Mary Kay Ash with a bold mission to enrich women's lives, Mary Kay has grown into one of the world's most successful and enduring beauty brands. For more than 60 years, our people-first culture and commitment to innovation have powered our global success in skincare, color cosmetics, nutritional supplements, and fragrances. Our corporate teams spanning R&D, marketing, IT, manufacturing, distribution, supply chain, analytics, and more play a critical role in supporting millions of Independent Beauty Consultants across more than 35 markets worldwide. At Mary Kay, employees collaborate on meaningful work that drives real impact, fuels entrepreneurship, and advances science backed beauty. Guided by purpose, we are equally committed to sustainability, supporting women affected by cancer and domestic abuse, and inspiring future generations, all while offering rewarding careers with global reach and opportunities for growth.

Responsible for leading a team of service representatives in a high volume, multi-shift and multifunction service center performing multi-channel interactions including telephone, email and other contact channels across a wide range of service topics including Order Services, Branch Customer Service, Repurchase Program, Prize Customer Service, Special Events, Director Information, Consultant Records, Product Knowledge, Internet and Mobile Support and Consumer Services for the independent sales force and end consumers. Responsible for maintaining knowledge of all sales force programs and promotions to ensure the appropriate communication to team members and that adequate information is available to make the best decisions regarding sales force related matters.

Essential Duties and Responsibilities

• Responsible for leading and directing service center operations to ensure a positive service experience for the Mary Kay sales force and end consumers of our brand. Ensuring the timely and efficient processing of inbound and outbound service calls, orders, agreements, emails, and other contacts through all contact channels in the resolution of sales force inquiries and issues, across all career levels from new Independent Beauty Consultants through National Sales Directors, and end consumer inquiries and issues. This includes handling of escalated calls, returning calls to all levels of sales force and working through issues reported by the agents related to potential system problems, promotions or program changes.
• Provides leadership and support to customer success representatives including development, motivation, coaching and recognition to ensure the achievement of individual and departmental goals. Responsible for ensuring that their staff is informed of new and changing promotions and programs to ensure they are properly trained and prepared to employ new technologies, execute changing tasks and resolve internal and external inquiries. Tracks attendance records, completes performance appraisals, addresses performance issues, provides feedback, motivates, counsels and rewards staff. Maintains awareness of activities across the Company that may impact workload or service levels and responds accordingly. Reviews performance reports including volume, cycle time and productivity Continually reviews operational procedures and staffing levels to determine their impact on quality, performance, and productivity goals. Monitors service levels to ensure proper staffing coverage during peak periods. Evaluates frequently changing workload and priorities and partners with Workforce Management to reallocate staffing resources to meet service level and financial goals.
• This role is accountable for helping to identify trends and assisting service center managers and assistant managers in the collection and organization of quality feedback data received from the independent sales force and end consumers to ensure consistent delivery of Golden Rule Service. Prepares various statistical reports and provides reports to management as scheduled for action or further analysis. Collaborates across functional lines to improve operational efficiencies and process consistency.
• Consistently supports and applies Company policies and guidelines concerning service functions, using judgment and diplomacy. Interfaces on service and system matters with departments including IST, Finance, Legal, Human Resources, Product Quality, Medical Science Affairs, Supply Chain Configuration Management and Inventory Control, U.S. Marketing and Communications, Digital Marketing and eCommerce, U.S. Creative Services, Sales Force Total Rewards, U.S. Event Planning, Sales Force Development, and Sales Education. Reviews and modifies work instructions as they are presented for periodic review, as well as, suggests new work instructions when new procedures are introduced.
• Interacts with Training, Workforce Management and Quality Team to ensure the overall readiness of representatives to handle calls and support the sales force. This includes providing feedback on training, discussion of workflow handling and improvements based on quality assessments.
• This job requires on-site work at a Mary Kay facility.

Knowledge, Skills and Abilities

Education Bachelor's/University Degree or equivalent

Experience 5+ years in Contact/Call Center, or in Management, Customer Service, Employee Relations and Operations

• Demonstrated leadership skills and prior experience as a leader preferably in a call center environment.
• Excellent organizational, communication, and interpersonal skills required to effectively plan, organize and direct day to day work of the Customer Success team and to interact with staff and the independent sales force. Bilingual skills desirable but not required.
• Strong knowledge of Company policies, guidelines and Company-wide operations is required to effectively function in all aspects of service operations support.
• Must have working knowledge of technologies including: Service Cloud, Ring Central/Vonage, Customer Relationship (CRM) systems, Workforce Management, Microsoft Office, Tableau, Internet, and Personal Computer skills.
• Ability to utilize courtesy and tact in interactions with department and Company personnel in the exchange of information and identification and resolution of issues.
• Ability to represent the Company at various special events, Seminar, and Independent Sales Force functions will be required on occasion.
• Must have a good understanding of the industry and Mary Kay Inc. independent sales force.