Job Overview
We are seeking a dynamic and experienced Customer Service Manager to lead our customer support team and enhance client satisfaction. The ideal candidate will oversee daily operations, develop strategies to improve service quality, and foster a positive environment that promotes customer loyalty. This role requires strong leadership, excellent communication skills, and problem solving ability. The Customer Service Manager will play a pivotal role in ensuring that customer interactions align with company standards and objectives.
Duties
- Lead, supervise, and motivate the customer service team to deliver exceptional support experiences.
- Manage customer inquiries, complaints, and feedback through various channels, ensuring timely resolution.
- Coordinate with other departments to address customer needs and facilitate seamless service delivery.
- Negotiate with clients when necessary to resolve conflicts or customize solutions that meet their needs.
- Handle customer complaints in a professional and respectful manner
- Investigate customer issues and work toward fair, practical solutions.
- Communicate with factories, suppliers, and internal teams about warranty claims, missing parts, damaged items, and replacements.
- Track parts, replacement items, and customer service cases from start to finish.
- Follow up with customers to keep them updated on the status of their issue.
- Maintain clear records of complaints, claims, replacement requests, and resolutions.
- Work with store teams, warehouse staff, and purchasing to solve customer problems.
- Identify recurring product or service issues and report them to management.
- Help improve customer service processes and response times.
- Ensure customers are treated fairly while protecting the company from unnecessary losses
Skills
- Strong leadership qualities with previous supervising experience in a customer service setting.
- Exceptional customer service skills with a focus on building lasting client relationships.
- Strong communication and problem-solving skills
- Negotiation skills to resolve conflicts amicably while maintaining company interests.
- Previous customer service experience required
- Ability to stay calm and professional when dealing with upset customers.
- Strong attention to detail and follow-up skills.
- Comfortable using email, spreadsheets, order systems, and tracking documents.
- Ability to work with suppliers, factories, and internal departments.
- Organized, dependable, and able to manage multiple issues at once.
What we are looking for:
We need someone who takes ownership of issues rather than passing them on. This person should be able to balance customer satisfaction with company policies and ensure that complaints, parts, and replacement requests are handled promptly and not overlooked.
Pay: $47,500.00-$54,500.00 per year
Benefits:
- Casual dress
- On-site parking
- Store discount
Work Location: In person
