Job Description
Job Description
Customer Service Manager
Greenville, South Carolina
Direct Hire Opportunity
Salary: $50-70k/year
If you’ve led a retail store or department, handled customer escalations, coached teams, and kept operations running smoothly, this role will feel very familiar — just without the sales floor.
We’re hiring a Customer Service Manager to oversee our customer service operation. This position is well-suited for retail leaders who enjoy developing teams, solving complex customer issues, and working closely with vendors and internal partners to keep orders accurate and on track. Backgrounds in home improvement, building materials, HVAC, construction, or specialty retail are especially valuable.
What This Role Looks Like Day-to-Day
- Lead and support a customer service team much like managing a store or department
- Set expectations, coach performance, and ensure service standards are consistently met
- Act as the go-to person for escalated customer concerns, resolving issues efficiently and professionally
- Oversee daily workflows to maintain accuracy across orders, invoices, and transactions
- Train new team members and cross-train existing staff on systems, procedures, and best practices
- Partner with sales, purchasing, and vendor teams to keep orders moving and deliveries on schedule
- Identify workflow gaps and implement improvements to enhance the customer experience
Operations & Vendor Coordination
- Create and manage work orders for equipment and services
- Prepare and distribute vendor documentation tied to pricing and project scope
- Release and manage orders within vendor portals
- Maintain organized job folders and accurate records
- Coordinate shipment and delivery timelines
- Communicate with vendors regarding shortages, damages, or delays
What You Bring
- 5+ years of customer service leadership experience
or 10+ years in customer-facing roles with increasing responsibility - Previous experience as a Retail Assistant Manager, Store Manager, or Department Manager strongly preferred
- Proven ability to manage teams, handle escalations, and enforce processes
- Comfortable using MS Outlook, Word, and Excel, with the ability to learn new systems
- Willingness to travel up to 25%
Skills That Make You Stand Out
- Clear, confident communicator — both verbal and written
- Hands-on leader who makes sound decisions quickly
- Highly organized with strong attention to detail
- Able to juggle multiple priorities in a fast-paced environment
- Builds strong relationships with customers, vendors, and internal teams
Why Retail Managers Excel Here
This role mirrors many of the responsibilities retail leaders already know well:
- Managing daily operations
- Coaching and motivating teams
- Resolving customer issues and escalations
- Coordinating vendors, orders, and deliveries
- Balancing service quality with operational accuracy