Demo

Customer Service Manager

Furniture Distribution Company in Riverside, CA
March Air Reserve Base, CA Full Time
POSTED ON 4/3/2025
AVAILABLE BEFORE 5/2/2025

Job Description

Job Description

Benefits :
  • 401(k)
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance
  • The Customer Service Manager is responsible for managing the daily operations of the Customer Service Department and ensuring customers and independent sales representatives consistently receive quick and excellent service.

    This position reports directly to the Director of Operations.

    Duties / Responsibilities :

    Manage a team of Customer Service Representatives, communicate job expectations, and complete timely job perform appraisals

    Manage the entire order fulfillment and servicing processes to include, but not limited to, new account setup, order entry, customer claims, and customer returns in accordance with the companys policies

    Manage the customer claim process to include acknowledging receipt of the claim, processing supplier chargebacks or submitting domestic freight claims, and recommending a disposition in accordance with the companys policies

    Hire and train new staff, as approved by the President, or his designee

    Establish customer service goals and establish and implement processes to reach the goals

    Recommend and implement approved production, productivity, quality, and other customer-service standards

    Develop and implement strategies to improve customer satisfaction and retention

    Oversee the resolution of customer complaints and issues in a timely manner

    Review customer activity, anticipate customer needs and improve customer satisfaction

    Develop and foster key relationships with customers

    Improve customer service quality by identifying customer needs, evaluating and redesigning processes, and establish and communicate service metrics by monitoring and analyzing results

    Train Customer Service Representatives on best practices and the company processes and policies

    Monitor and review correspondence between Customer Service Representatives and customers and provide regular training and coaching to the Customer Service Representatives that will enhance customer satisfaction

    Monitor customer service metrics and provide regular reports to upper management

    Meet customer service financial objectives by forecasting requirements, preparing annual budgets, and schedule expenditures

    Collaborate with other departments, such as sales and marketing, to enhance the overall customer experience

    Prepare and disseminate ad hoc reports as needed

    Be premier resource for the customer service module in the companys software

    Perform other duties as assigned

    Requirements :

    Great interpersonal and customer service skills

    Strong leadership and management skills

    Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

    Proficient in using customer service software and tools

    Knowledge of sales techniques and strategies

    Proficient with Microsoft Office (especially MS Excel) preferred

    Occasional overtime as required

    Domestic and International Travel may be required, up to 25% of time

    Qualifications :

    Bachelors degree in business-related field (such as Business, Business Administration, or Communications) or equivalent of 4 years of customer service management experience

    3 years of customer service management experience acceptable with Bachelors degree

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