About the Company

We are a small but rapidly growing, family-run business that makes the world’s first line of heated outdoor furniture! Founded in 2012, our designs are beloved by designers and customers alike. We have been featured in a variety of publications including Architectural Digest, The New York Times, Elle Decor, House Beautiful and Dwell and our designs have won many awards including “Best Outdoor Furniture” at Dwell on Design and “Furniture Innovation” award at San Francisco Design Week. We have a growing list of new retail partners including top brands like William Sonoma, Design Within Reach, and Terra Outdoor. Our offices are located in the Bayview area San Francisco facility which includes our customer showroom, made-to-order custom factory and warehouse.

About the Job

Galanter & Jones is seeking a Customer Service & Sales Manager to join our team at our San Francisco Headquarters. As the Customer Service & Sales Manager, you will manage all customer interactions, including our trade (i.e. interior designer), commercial and retail to ensure a seamless customer experience. This person will report directly to our CEO. You will provide business acumen, problem-solving operations support, and sales coaching with internal and external partners. Our team is small (and expanding!) – this person will be comfortable rolling up their sleeves and wearing many hats as we expand. Flexibility, willingness to jump in and a can-do attitude are a must!

Day-to-day Responsibilities

• Customer Service – Manage all inbound customer service requests via email, chat or phone ensuring prompt and efficient solutions for our customers while maintaining our brand voice; liaison with operations to get updates on orders and logistics.
• Retail Partnerships – Manage operations for key retail partners including large national retail chains and small independent retailers. Develop a system for tracking metrics and ensure SLAs are met.
• Trade – Collaborate with Marketing to maintain and grow relationships with trade partners; report weekly on Trade results; collaborate with Operations on fulfilling trade orders; answer Trade inbound questions and manage onboarding new partners
• Commercial Projects – Liaison with project managers and operations to support large scale commercial projects and maintain relationships
• Knowledge Center – Develop and maintain Knowledge Center that can be used both externally and internally for key customer questions
• Product & Sales Training – Develop product training guides for retail and commercial partners
• Staffing – Develop and execute on flexible staffing plan utilizing overseas available resources for weekend coverage and high traffic sales periods.
• Reporting – Report weekly on key insights from all customers broken out by channel. Work with the management team to develop KPIs and dashboard to track success.

Requirements

• 5-7 years of experience in Customer Service or Retail Sales environment
• Proven track record of successfully managing a seamless customer experience across multiple touchpoints (email, chat, phone, store)
• Strong writing and communication skills
• A subject-matter expert on Retail policies, processes, and systems
• At least 4 days per week at HQ (San Francisco)
• Ability to work flexible days (e.g., some weekends for high sales periods)
• Ability to handle multiple projects simultaneously with attention to detail
• Bonus if you have sales coaching experience
• Bonus if you have experience planning and executing retail events and trade events

You in a Nutshell

• A people person, comfortable working with customers to find seamless solutions
• Creative and proactive in solving challenges and achieving goals
• Ability to influence and communicate effectively with all levels throughout the organization and present comfortably to leadership
• Self starter who takes initiative and is comfortable acting with minimal instruction
• Results-oriented and take pride in driving continuous improvement
• Flexible personality with a willingness to jump in with a can-do attitude

Why Galanter & Jones?

• Comprehensive health insurance with generous employer contributions
• Paid Time Off including vacation, paid bereavement, and sick leave
• Free Galanter & Jones chair after two years of service plus 50% discount for you and your loved ones on Galanter & Jones product
• 401k program
• The compensation ranges from $80,000 to $90,000 per year. The offered pay range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications and applicable skills and expertise.