Job Title: Senior Customer Relations Manager

Location: On Site - 3352 Carpet Capital Drive, Dalton, Georgia

Job Type: Full Time

Salary: Competitive Compensation and Growth Opportunities

We are seeking a highly motivated and experienced Customer Relations Manager to join our team. As the Customer Relations Manager, you will be responsible for managing all aspects of customer correspondence, order management, inside sales support, and building and leading a customer relations team. You will act as a liaison between customers, the outside sales team, and various internal departments to ensure seamless communication, exceptional service, and the growth of our customer base. This role offers the opportunity to build processes, systems, and a dedicated team as the responsibilities expand.

Responsibilities:

1. Customer Relations: You will be responsible for promptly and effectively addressing all customer inquiries, concerns, and feedback through various communication channels, such as email, phone calls, and live chat. Providing excellent customer service and maintaining positive relationships with customers will be essential in this role. This role may also be directly involved in virtual and on-site product knowledge training and videos for retail sales associates.

2. Oversee Order Management Processes: You will oversee the entire order management process including order entry, tracking, fulfillment, and ensuring timely delivery. This will involve utilizing internal systems and collaborating with relevant departments to ensure accurate and efficient order processing.

3. Inside Sales Support: You will work closely with the sales team to identify opportunities for growth and assist in developing strategies to expand the customer base. This may involve lead generation, conducting sales calls, participating in meetings with potential clients, and providing support to the sales team as needed.

4. Sales Team Liaison: You will collaborate with the outside sales team to facilitate effective communication and coordination. This will include providing necessary information, such as pricing, product samples, and marketing materials, to support their sales efforts. You will also gather feedback from the sales team and relay it to the relevant departments for continuous improvement.

5. Develop a Customers Relations Strategy: As the manager of the customer relations department, you will have the responsibility to identify, research, develop and propose effective processes, systems, and best practices to enhance customer satisfaction and streamline operations. Your goal will be to create a lean, high-performing and customer-focused team that delivers exceptional service leveraging the best technology.

6. Build and Scale the Customer Relations Team: As responsibilities grow, you will have the opportunity to build and develop a dedicated team of customer relations professionals. This will involve hiring, training, and mentoring team members, assigning tasks and responsibilities, and fostering a positive and collaborative work environment.

Qualifications:

- Bachelor's degree in business administration, marketing, or a related field (preferred).

- Proven experience in customer relations management or a similar customer-facing role.

- Strong communication and presentation skills, both written and verbal.

- Excellent problem-solving and conflict resolution abilities.

- Proficiency in using internal systems and tools for order management.

- Sales-oriented mindset and experience in supporting sales teams.

- Ability to lead and inspire a team, promoting a customer-centric culture.

- Strong organizational skills and attention to detail

- 2-4 years’ supervisory experience preferably in a customer service environment

- Ability to adapt to a fast-paced and dynamic work environment.

- Ability to work flexible schedule to include nights and weekends if business requires it

- Position may require up to 25% travel - project dependent.

- Bonus: Bilingual in Spanish

Join our team and play a key role in delivering outstanding customer experiences, driving sales growth, and building strong customer relationships.