Job Description
The Customer Service Manager leads a team of representatives, overseeing daily operations, setting service standards, and ensuring high customer satisfaction by handling escalations, training staff, monitoring KPIs, and improving processes through feedback analysis, ultimately driving customer loyalty and retention.
Responsibilities:
- Oversee daily operations of the wholesale customer service team, supporting retail accounts and marketing-affiliated individuals
- Develop and maintain strong relationships with retailer customers to drive satisfaction, retention, and account growth
- Establish and track individual and team performance goals aligned with departmental KPIs and service standards
- Lead, coach, and develop team members through regular feedback, training, and performance reviews
- Collaborate with Marketing, Sales and Operations teams to align on customer needs, streamline order flow, and improve service processes
- Monitor and manage order flow for accounts, flagging delays or discrepancies proactively
- Lead reverse logistics process (RMAs, warranties, returns, product evaluations), including policy enforcement, timely processing, and feedback loops to Operations
- Continuously identify and drive improvements in processes, workflows, and team effectiveness to enhance the customer experience and support business growth
Qualifications:
- 8 or more years of experience in Customer Service or Operations, preferably within a wholesale and B2B environment
- 3 or more years in a management role
- Proficient in MS Office
- Possess strong oral and written communication and the ability to work through difficult customers with professionalism and diplomacy
- Strong organizational skills and able to manage priorities and workflow
- Ability to understand and follow written and verbal instructions
- Acute attention to detail
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Competencies:
- Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills: Focuses on solving conflict; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
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