Customer Service Manager

The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring a high level of customer satisfaction, and improving internal processes. This role involves managing a team of customer service representatives, handling escalations, and collaborating with other departments to enhance customer experience.

Key Duties & Responsibilities

• Team Leadership & Development
• Supervise, train, and mentor customer service representatives.
• Conduct performance evaluations and provide coaching to improve team efficiency.
• Manage workload distribution to maintain optimal coverage.
• Customer Experience & Issue Resolution
• Ensure prompt and professional handling of customer inquiries, complaints, and orders.
• Handle escalated issues and complex customer concerns, providing effective resolutions.
• Monitor customer interactions to maintain service quality and adherence to company policies.
• Process Improvement & Strategy
• Develop and implement customer service policies, procedures, and best practices.
• Identify areas for improvement and collaborate with other departments to enhance customer satisfaction.
• Analyze customer feedback and trends to drive continuous service improvements.
• Collaboration & Communication
• Work closely with Sales, Shipping, Accounting, Production, Purchasing and other departments to ensure smooth order fulfillment and issue resolution.
• Communicate important customer feedback and recurring issues to management.
• Assist with customer communication regarding order delays, returns, and warranty claims.

Required Education & Experience:

• Experience in Leadership or management role.

· Strong leadership and team management abilities.

· Excellent verbal and written communication skills

· Attention to detail

· Problem-solving and conflict resolution skills

· Proficient computing and applications (Excel, Microsoft Word, Exchange, Google Docs, etc.)

• Prior experience in manufacturing, military/defense, or e-commerce customer service preferred
• Candidates with military experience are encouraged to apply

Work Environment:

· This position works primarily in an office setting varying between standing and sitting 6-9 hours per day

· Uses standard office equipment and related tools

Benefits:

· Competitive salary commensurate with experience

· Comprehensive health benefits package

· 401(k) retirement plan with company match

· Generous Paid time off and paid company holidays

Who Is FirstSpear, LLC?

FirstSpear designs and manufactures high-quality, American-made gear for the Special Operations community, Tier 1 Military, and Law Enforcement teams. Our design philosophy merges evolutionary design with advanced materials to improve performance and operational efficiency while reducing weight. We offer a variety of specialized products and apparel, crafted to meet the demanding needs of our clientele.

Want to know more?

Check out our websites:

· www.first-spear.com

· www.first-spear.tech

· www.first-spear.tv

FirstSpear, LLC is an equal opportunity employer. The organization considers applicants without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

Job Type: Full-time

Pay: $50,000.00 - $65,196.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Relocate:

• Fenton, MO 63026: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $65,196