What are the responsibilities and job description for the Customer Service Manager position at Rug Pad USA?
RugPadUSA is a growing e-commerce business looking to find ambitious, inquisitive, and creative individuals who want to make an impact on a dynamic company. Starting in 2013, RugPadUSA has rapidly grown as an innovator in direct-to-consumer manufacturing and fulfillment, expanding to multiple locations around the country. RugPadUSA is committed to designing and producing the highest-quality products for our customers. This is an opportunity for motivated individuals who are looking to grow with a growing company.
Location : In office (Suffield, CT)
Job Responsibilities :
- Managing a growing customer service department, currently two team members
- Evaluating team performance to meet customer service KPIs
- Creating and overseeing customer service team hours and individual schedules
- Ensures all customer notifications, inquiries and reviews within our partner sales channel portals are handled timely and properly
- Act as a brand ambassador and subject matter expert for all products sold across all sales channel platforms
- Constantly updating and improving customer service processes, systems, and scripts used by staff
- Collaborates with other managers regarding updates affecting customer service
- Share customer feedback and information with senior management in order to continuously improve and evolve the customer experience and product catalog
- Available 7 days a week for urgent situations
- Fill all direct customer service gaps as needed
Qualifications & Skills (Required) :
Education and Experience Requirements :
