Customer Service Manager

Overview

We are seeking a dynamic and energetic Customer Service Manager to lead our customer service team and ensure an exceptional experience for every client. In this pivotal role, you will oversee daily operations, manage staff, and implement strategies that enhance customer satisfaction and loyalty. Your leadership will drive a positive, efficient, and customer-focused environment that aligns with our company’s mission to deliver outstanding service at all times. This position offers an exciting opportunity for a motivated professional to make a significant impact within a fast-paced retail or service-oriented setting.

Responsibilities

• Lead, motivate, and supervise the customer service team to meet and exceed performance goals.
• Develop and implement training programs focused on employee orientation, product knowledge, and customer interaction skills.
• Manage scheduling, shift management, and operational workflows to ensure smooth daily operations.
• Handle escalated customer inquiries or complaints with professionalism and effective negotiation skills to resolve issues promptly.
• Manage a team of customer service representatives, including hiring and training new employees.
• Develop strategies to increase customer retention and satisfaction rates.
• Communicate with other departments to ensure a seamless customer experience.
• Create policies and procedures that promote excellent customer service.
• Monitor customer interactions and provide suggestions for improvement.
• Handle escalated customer complaints and provide timely solutions.
• Oversee customer service metrics to ensure targets are met.

Requirements

• Proven experience in manufacturing management or customer service leadership roles.
• Strong management skills with the ability to lead teams effectively across multiple shifts.
• Works to achieve operational, functional, and/or business targets within team with direct impact on departmental or job family results
• Delivers operational results that have impact on the immediate or short-term results (e.g., less than 1 year) for the department and/or job family group
• Plans and establishes goals and objectives for a team typically comprising of intermediate-level professionals and entry level professionals
• Communicates with parties within and occasionally outside of own department or job family, which may include external clients or partners depending upon the job area
• Requires ability to influence others outside of own job area on policies, practices and procedures
• Responsible for making moderate improvements of processes, systems, or products to enhance performance of the job area
• Problems are difficult and moderately complex and typically impact multiple departments or job family
• Problems are typically solved through drawing from prior experience and analysis of issues
• Manages a team typically comprising of intermediate-level professionals and entry level professionals
• Leads, directs and reviews the work of team members in order to accomplish operational plans and results
• Typically has hiring, firing, promotion, and reward authority within own area, in accordance with manager review and approval
• Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area
• Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization
• Typically has a bachelor’s degree or equivalent professional certification and 5 years of prior relevant experience.

Pay: $81,100.00 - $121,700.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person