What are the responsibilities and job description for the Customer Service Manager position at Dubow Decorating Inc?
Ready to Take the Next Step in Your Customer Service Management Career?
Bring your experience to a company that values people, growth, and positivity!
Join Our Growing Team at Dubow!
Why Dubow?
- Supportive, team-oriented culture
- Full-time hours with no weekends or holidays
- Competitive paid time off
- A dynamic industry that’s anything but ordinary
- Opportunity to make an impact and continue growing in your career
At Dubow, we're a leading provider in the Promotional Product industry, dedicated to delivering high-quality products and services that exceed industry standards. We invest in state-of-the-art equipment, innovative decorating techniques, and advanced technology to provide exceptional customer experiences. Our people-focused culture is all about creating a positive work environment where every employee can thrive and take pride in their contributions.
If you're ready to grow your career in a supportive and dynamic company, we'd love to hear from you!
I. Job Summary:
The Customer Service Manager is responsible for leading a high-performing team focused on delivering outstanding service and support to our customers. This role ensures the team is equipped to handle inquiries efficiently and professionally while maintaining a customer-first mindset. The Customer Service Manager will drive process improvements, support team development, and collaborate across departments to enhance the overall customer experience. This position plays a key role in upholding our company values and ensuring we meet and exceed service expectations.
II. Accountabilities:
- Lead, mentor, and support the customer service team, fostering a positive and productive environment.
- Manage daily operations including email, phone, and chat inquiries to ensure prompt, accurate, and professional responses.
- Monitor and report on key performance indicators (KPIs), including response time, issue resolution, and customer satisfaction.
- Ensure customer inquiries are resolved within service-level expectations.
- Evaluate existing processes and recommend improvements for greater efficiency or better customer outcomes.
- Handle complex or escalated customer issues with professionalism and efficiency.
- Identify process improvements and implement best practices to enhance the customer experience.
- Identify patterns in customer feedback and share insights with leadership to influence product or service enhancements.
- Work cross-functionally with internal teams to resolve order issues and improve service.
- Maintain up-to-date knowledge of company products, services, and policies.
- Assist with hiring, onboarding, and training new team members.
- Conduct regular check-ins, performance reviews, and coaching conversations.
- Attend daily or weekly production meetings to stay ahead of customer-impacting issues.
III. Job Requirements:
- 5 years in a supervisory or management role.
- Bachelor’s degree preferred but not required.
- Strong leadership, communication, and problem-solving skills.
- Experience reviewing data and KPIs to identify trends, gaps, and opportunities for improvement.
- Confident in making informed decisions, especially when resolving escalated issues.
- Excellent organizational and time-management abilities.
- Ability to communicate effectively both written and verbally.
- Problem-solving and root cause analysis skills required.
- Ability to remain calm and focused in a fast-paced environment.
- Experience with CRM systems and customer service software.
- Proficient in Microsoft Office and/or Google Workspace.
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