Saks - Assistant Manager - Customer Support

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. Youll also manage gift card issuance, resolve system data issues, collaborate with the Risk Support Team, and drive operational efficiency across all POSrelated 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 : Bachelors 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 :

Non-Price Adjustments :

Your Life and Career at Saks Global :

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

(ref : iimjobs.com)