Director of Customer Service

Job Description

Main Duties & Responsibilities:

Development, Implementation and Execution of best-in-class operations and customer experience standards that help the company achieve its sales budgets and strategic plans
Work closely with VP Global Sales to align our Sales Team strategy with Customer Service initiatives
Lead, manage, and support a highly productive, motivated, and driven team
Set Key Performance Indicators (KPIs) and service level expectations including identifying opportunities to improve performance
Partner closely with internal cross-functional teams to ensure customer-related issues are effectively communicated, the team is fully supported, and that company initiatives are executed
Work collaboratively with ecommerce team to insure consumer facing service experience is best in class
Partner with Digital Team to design and adopt technologies that help enhance the customer service experience across all inbound and outbound CS channels
Collaborate with Marketing, Creative and Digital teams on initiatives to differentiate the Matouk Brand experience through our CS function
Provide dedicated customer support to Hotel Sales division
Actively participate in senior leadership meetings to help craft goals and set the long-term strategy for customer operations
Work closely with Human Resources on hiring, training, mentoring and inspiring a team that embraces a culture of delighting and retaining clients.
Gather anecdotal and quantitative feedback from the customer to measure experience and optimize performance
Monitor industry trends for best practices and technologies
Provide operational support and tools to the outside sales force, including digital information, printed materials, and sales samples.
Provide logistical sales support to key national accounts including Bloomingdale’s, One Kings Lane, Neiman Marcus, Waterworks and MG+BW.
Take ownership for all aspects of Linen Leader program.
Travel to trade shows as available to further customer support strategies.
Supporting retail specifications and fulfillment of orders related to all selling trade shows including NY Now and the Atlanta Gift Show.
Qualifications & Requirements:
Minimum of a Bachelor’s Degree and 5-10 years’ of sales experience
Demonstrated experience in providing Best in Class Customer Service
Proven ability to build & execute customer-centric strategies
Ability to use technology and analysis tools (Excel, Salesforce/CRM Service Cloud, Database)
Luxury, home soft-goods market experience a plus
Experience in working with independent and national retail accounts who sell luxury, home soft-goods
Ability to coordinate with various functional teams to drive improvement in the customer experience
Excellent interpersonal and communication skills, as well as attention to detail and a passion for excellent customer service
Comfortable with taking a “hands-on” approach to all areas of CS
Ability to understand and apply market intelligence to sales strategy

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Matouk is a leading maker of finely crafted luxury linens and home accessories for passionate and discerning consumers around the world. Headquartered in Fall River, MA, Matouk strives to create beautiful, rich quality products with exceptional service and lifestyle fulfillment. It takes great pride in providing exemplary environments, experiences and services to employees, vendors and customers.

Beliefs in Action

OUR PURPOSE is to enrich the lives of our customers and their families by
creating the most beautiful and beloved collection of bed and bath linens.

The following core beliefs reinforce our purpose and define the values
and actions of our colleagues in our everyday work.

WE BELIEVE that a promise from Matouk to our customers is included with each and
every product that we sell. Everything we produce will meet the highest standards for
excellence in quality and design. We will always select the best materials and utilize
the optimal manufacturing techniques. And each customer who buys a Matouk
product will be valued, listened to and given the best long-term experience possible.

WE BELIEVE in a company that takes care of its employees and employees who
take care of the company and each other. We treat our co-workers as individuals and
consider employee impact in all of our business decisions. Matouk workplaces will be
environments where productivity lives in harmony with creativity, trust, safety and
comfort. We will work with a sense of profound commitment to the company’s
purpose while dedicating equal spirit towards bringing out the best in one another.

WE BELIEVE in mutually beneficial relationships with all of our business partners.
Our interactions with suppliers, distributors, and retailers are characterized by
fairness, honesty, and respect. We seek out partners with whom we share vision and
values. Our employees are committed to business practices that result in shared
success for all.

WE BELIEVE that creative thinking and innovation will guide us to a future of
success and growth. We foster a creative environment in our workplaces and nurture
a creative mindset in our employees. We encourage innovative approaches to
problem solving at every level of the organization. While we honor our heritage and
the greatest legacies of our past, we simultaneously embrace the changes required
to maintain leadership and competitiveness in the future.

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