Job Description
Job Description
Job Purpose:
RiverRun Cabinetry is a leading kitchen cabinet manufacturer dedicated to delivering high-quality products and exceptional service to our customers. We are looking for a proactive and experienced Customer Service Manager to lead our customer support team. This role is pivotal in ensuring customer satisfaction, streamlining service operations, and fostering long-term customer relationships. If you are passionate about helping others and thrive in a collaborative environment, this role may be ideal for you. This position will be responsible for leading the team that deals with all aspects of customer service, including but not limited to, order entry, complaint resolutions, written and verbal correspondence, account setup and maintenance, taking order payments, and handling warranty claims. This position will develop and maintain positive working relationships not only with customers, but also internally with key leaders across the organization.
Department: Customer Service
Reports to:President
Key Duties and Responsibilities:
- Lead and manage the customer service team to ensure timely and effective support
- Develop and implement customer service policies and procedures
- Handle escalated customer inquiries and resolve complex issues
- Collaborate with production, sales, and logistics teams to ensure smooth order fulfillment
- Monitor customer satisfaction metrics and identify areas for improvement
- Train and mentor staff to maintain high service standards
- Manage order entry and track status in our ERP system to provide proactive information to customers
- Act as primary liaison between our customers and the business. Assists with orders, account questions, product questions and other queries
- Prepare reports on service performance and customer feedback
- Stay informed about company products, services and policies to offer accurate and helpful information
Minimum Job Requirements:
- Customer service experience, with at 2 years in a managerial role preferred
- Must be friendly and approachable. Customers and teammates should feel welcomed and valued in every interaction.
- Must be helpful and proactive. We are looking for someone who genuinely enjoys working with customers.
- Excellent written and verbal communication skills.
- Proficiency using computers and Microsoft products, and keyboarding.
- Must be able to multi-task effectively. High attention to detail and excellent organization skills required.
- High school diploma or equivalent education, bachelor’s degree preferred.
The above job description is intended to describe the duties of an employee in general terms and does not necessarily describe all of his or her duties.
Pre-employment background check, drug screening, and physical are required.
**All applicants must complete an application at https://www.interchangeco.com/classic-d-llc-employment/ to be considered.**