Customer Service Manager

A well‑established product company in La Mirada, California, is seeking a skilled and dedicated Customer Service Manager. The ideal candidate will excel at resolving customer issues, managing multiple tasks, and leading a department effectively. Strong experience with Zendesk, consumer goods, and e‑commerce is essential, along with proficiency in setting up new standard operating procedures and managing teams. The role requires a tech‑savvy, reliable professional who thrives in a fast‑paced environment and is eager to deliver exceptional customer experiences.

Responsibilities

• Prioritize and solve customer issues.
• Process returns.
• Create clear reporting to track issues, returns, reviews, etc.
• Collaborate with other departments to ensure customers' needs are being met.
• Ensure high standards of quality service are maintained at all times.
• Delegate tasks when appropriate.
• Work under pressure and handle multiple projects.
• Communicate effectively with team members.
• Report product issues to the management team.
• Work independently and make sound decisions.
• Provide training and guidance to team members to improve customer service skills.
• Stay updated on product knowledge and company policies to address customer inquiries accurately.
• Identify opportunities to improve processes and enhance customer satisfaction.
• Monitor customer feedback and trends to recommend improvements to products or services.
• Maintain accurate records of all customer interactions and resolutions.

Qualifications

• Proven experience in customer service management.
• Proficiency with Amazon Seller Central.
• At least two years of experience using Zendesk or similar CRM software.
• Background in a product manufacturing environment.
• Strong multitasking abilities and attention to detail.
• Excellent verbal and written communication skills.
• Highly organized with the ability to prioritize effectively.
• Proficient in Microsoft Word, Excel, and general computer skills.
• Effective problem‑solving skills with a solution‑oriented mindset.
• Comfortable working in a fast‑paced, dynamic environment.
• Experience setting up and implementing new standard operating procedures.