Customer Service Manager

Responsibilities

• Lead and develop a customer service team while overseeing staffing, scheduling, and performance management
• Manage daily call center operations ensuring optimal staffing levels, service levels, and efficient handling of inbound customer inquiries
• Monitor key customer service metrics including call volume, response times, abandonment rates, and overall team performance
• Drive continuous improvement through call quality monitoring, employee training, coaching, and customer service best practices
• Oversee accurate and timely order processing by ensuring data integrity, order accuracy, and resolution of complex customer issues
• Partner with sales and cross-functional teams to streamline order fulfillment, improve processes, and enhance the customer experience
• Develop customer communication strategies for order updates, backorders, returns, and proactive follow-up to maximize customer satisfaction
• Maintain product knowledge resources, coordinate ongoing product training, and leverage customer feedback to improve service, processes, and knowledge base content

Requirements

• 3+ years of customer service leadership experience with a proven ability to lead, coach, and develop high-performing teams
• Excellent communication, conflict resolution, and problem-solving skills with the ability to manage challenging customer situations professionally
• Proficiency with customer service technology and Microsoft Office; experience with POS or call center systems is preferred