Customer Service Manager

The Customer Service Manager oversees customer service operations and supports the continuous improvement of protocols, standards, and team performance. This role works closely with internal teams and external customers to promote service excellence, a positive culture, and open, transparent communication.

Salary Range: $70,100 – $87,600 annually, commensurate with experience and qualifications.

We offer a competitive compensation package that includes a comprehensive benefits program, access to corporate discounts, and ongoing training and development opportunities to support your professional growth throughout your career.

In this key leadership role, you will be responsible for overseeing customer service operations and supporting the team in delivering a consistently high level of service while achieving key operational, performance, and customer satisfaction objectives.

Your responsibilities include:

• Lead daily customer service operations, ensuring professional, timely support for inquiries related to pricing, delivery dates, order status, and accessories.
• Provide first-level technical support to customer service agents and assist with calls during peak periods.
• Oversee the customer service inbox, resolve complaints and complex files, and collaborate with management on projects and service improvements.
• Communicate daily with the warehouse team to identify and follow up on potential shipping issues, ensuring timely resolution and accurate order fulfillment.
• Partner with Human Resources to plan staffing, recruit, onboard, train, and develop the customer service team.
• Manage team scheduling, timesheets, absences, performance, and disciplinary matters while ensuring service, workload, budget, and performance objectives are met.