Assistant Manager, Customer Support

Job Description Job Description Who We Are: Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail. Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets. Role Summary As the Assistant Manager, Customer Support POS & Non-Price Adjustments, you will play a key leadership role in managing and optimizing two core areas of customer support operations: POS (Point-of-Sale) Operations: You will oversee the efficient processing of approved ORC cases through the Saks POS Queue, ensuring timely and accurate refunds via the POS register system. You'll also manage gift card issuance, resolve system data issues, collaborate with the Risk Support Team, and drive operational efficiency across all POS- related activities. Non-Price Adjustments: You will manage multiple support queues including email, back office, order cancellations, international customer service, and shipping escalation requests. Your goal will be to ensure swift resolution of customer issues, adherence to service level agreements (SLAs), and a consistent, high-quality experience across all touchpoints. Key Qualifications - Education: Bachelor's degree in business, Customer Experience, or a related field. - Experience: Overall 10 years of experience with 5 years of customer service, refund operations, or support leadership; 12 years in a supervisory or assistant manager role. - Proven ability to apply policy-based decisions while exercising discretion for exceptions based on customer value (e.g., LTV) and context. - Background in forecasting case volumes and building effective staffing/resource plans. - Exceptional communication and leadership skills with a history of coaching high-performing teams. - Analytical mindset with experience using key service metrics (CSAT, QA, resolution time) to drive performance improvements. Role Description POS Operations - Oversee the processing of ORC cases in the POS Saks Queue, ensuring refunds are completed accurately and in alignment with SLA commitments. - Ensure invalid/incomplete ORC cases are escalated appropriately to the Risk Support Team for resolution. - Investigate system data inconsistencies or gaps during escalations and collaborate cross-functionally to resolve them. - Supervise the timely issuance of physical gift cards to Saks.com customers. - Monitor KPIs and service levels for POS case handling, identifying and addressing trends and performance gaps. - Lead forecasting and resource planning to ensure the team is adequately staffed for peak periods. - Coach and develop team members to ensure strong performance, engagement, and continuous learning. - Recommend and implement process improvements to enhance POS operations and customer experience. - Generate and present detailed reports on performance metrics, issue trends, and operational insights to senior stakeholders. Non-Price Adjustments - Manage and prioritize workflows across multiple non-price support queues, including: Email Support Ensure timely, accurate customer responses & resolutions Back Office Handle administrative case resolutions and internal escalations with regards to shipping, returns & refunds Order Cancellations Supervise prompt and accurate order cancellation processing International Customer Service Support service delivery for international customers, ensuring global SLAs are met Shipping Escalation Resolve high-priority shipping concerns and delays through cross- departmental coordination - Ensure adherence to company service standards and policies across all queues - Continuously evaluate staffing needs, team performance, and queue volumes, making necessary adjustments to maintain service quality - Partner with leadership and peers to align operations with overall business goals and customer satisfaction initiatives Your Life and Career at Saks Global - Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation - Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate - Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental) Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.