Customer Service Manager

About the role

Lead daily operations of a high-performing customer service team in a fast-paced wholesale trade environment. Ensure business customers receive prompt, accurate support, and partner with sales and warehouse teams to maintain smooth service delivery.

Responsibilities

• Oversee day-to-day customer service operations and performance.
• Monitor KPIs, identify gaps, and improve workflows to increase efficiency and accuracy.
• Resolve customer escalations and ensure effective issue follow-up.
• Collaborate with sales and warehouse teams to support customer needs and service quality.
• Hire, train, and coach team members; foster accountability and a strong service culture.

Qualifications

• Proven leadership experience managing customer service teams.
• Strong problem-solving skills for escalations and process improvement.
• Ability to work cross-functionally with sales and operational teams.
• Comfort working with KPIs and driving continuous improvement.
• Excellent communication and coaching skills.