Customer Service Manager

Company Overview

We are the largest wholesale flooring company in North America and have been named a Top Workplace for 10 years in a row! With amazing benefits and a family‑like culture, our company is now the largest multi‑family flooring provider in North America. We value our employees and provide awesome benefits, and a positive work environment!

Job Overview

The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day‑to‑day activities to ensure operational excellence in all departmental processes while promoting the family‑like culture of Real Floors.

Responsibilities

• Oversees the day‑to‑day activities of the Customer Service Department
• Provides constructive feedback and effectively coaches and develops direct reports
• Processes new orders via telephone, email, and our online customer portal
• Effectively manages incoming calls while simultaneously working in our computer system
• Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same
• Ensures that questions and complaints are addressed timely, correctly and thoroughly
• Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report
• Promotes strong cross‑departmental communication and collaborative problem resolution
• Reviews subcontractor work orders and ensures orders are billed accurately
• Conducts individual performance evaluations
• Works with the GM and HR in hiring/terminations
• Manages interpersonal conflicts as needed
• Perform all other duties assigned by management

Qualifications

• 1+ year of proven management experience / can demonstrate prior team supervisory experience
• Employs an approachable “coaching” management style to lead and develop team members
• Professional, effective communication skills (verbal and written)
• Experience in establishing and fostering a positive workplace culture
• Skilled in having the difficult conversations, when needed, to address performance or other issues
• A proactive, collaborative problem solver focused on finding the “win” for all stakeholders
• Proficient using technology on the job
• Is able to correspond via email, perform data input, etc.
• Experience using Word, Excel, Google Drive and Gmail is a plus
• Strong follow‑up skills, detail oriented, organized and able to multi‑task effectively
• Prior flooring product and/or industry knowledge is a plus, but is not required

Benefits

• Paid Holidays
• Paid Time Off (PTO) – Vacation, sick & personal time
• FREE Life Insurance
• FREE Short‑term and Long‑term Disability Insurance
• Health Care Insurance – Company pays most of the cost
• Dental & Vision Care Insurance options
• 401(k) Retirement Savings Plan + GENEROUS company match
• Annual Bonus Potential
• Fitness Membership Reimbursement
• Employee Referral Bonus
• Employee Discount Purchase Program
• More!

Schedule

Full‑Time | Monday – Friday | 7:30 am – 4:30 pm