Christine Stackhouse

Head of Customer Care and Online Department

Oversee all aspects of team and specialty areas such as but not limited to:

• Team Management: Onboarding, training, HR duties, team assessments, mentorship, team performance and quality, team motivation and project management. Enhanced customer satisfaction by implementing efficient team management strategies and regular performance evaluations.

• Scheduling & Payroll: Create all department bi-weekly schedules, monitor vacation time, attendance, hours worked, etc.

• Customer Experience: Over see all aspects of customer experience such as; customer survey's, customer reviews on multi-platforms, in store experiences, online shopping services and Frequent Buyer services.

• Online Customer Care: Monitor and ensure all areas of Customer Care is meeting expectations. Manage and update Fresh Desk, Slack, Asana and all other company related apps for Customer Care Team. Provide guidance, customer resolutions and work in relation with our accounting department on resolving monetary issues.

• Amazon Customer Care: Manage and over see team members specializing in Amazon third party customer shipping services.

• Online Returns: Oversee all aspects of Customer Care with regards to online returns department. Assist in resolving any inventory, refund or customer related issues and provide coaching and guidance for Online Return Team Members.

• Corporate Sales: Monitor & Manage Corporate Sales Rep team. Assist in bulk order management, corporate discounts and special project's.

• Project Management: Direct and organize any training, new specialty initiatives, team motivation or incentives that emerge within established deadlines.

• Courier & Package Management: Supervise all aspects of courier services such as: lost packages, trace initiations, claim payouts, reshipment's and refunds.

• Operations Management: Work directly with our VP's of Operations and President to ensure all areas of Customer Care are reaching productivity levels and goal expectations. Review trends, discuss customer and employee feedback. Assist with POS programming and website improvements.

• Inventory Management: Coordinate with Inventory Management Team on website and order availability, stock issues, transfer management, and monitoring of Inventory errors.