Customer Service Manager

• Lead and develop a team of customer service representatives to achieve sales targets and deliver outstanding service
• Provide guidance, coaching, and performance feedback to team members to support their professional development and ensure high performance levels
• Collaborate with the Director of Sales and Human Resources to build a best-in-class customer service team through recruitment and ongoing team development
• Identify opportunities to improve customer satisfaction, retention, and loyalty through proactive engagement and support
• Utilize data analytics to track and analyze key performance indicators (KPIs) related to website sales, inbound calls, and customer satisfaction
• Generate reports and insights to inform strategic decision-making and identify areas for improvement
• Oversee order processing and fulfillment to ensure accuracy, efficiency, and timely delivery of customer orders
• Develop and support SOPs to streamline order entry and navigation with the ERP system
• Manage inbound call queues effectively, ensuring timely response to customer inquiries and sales opportunities
• Monitor call performance metrics and implement strategies to optimize calls and order entry
• Collaborate with leadership to create, monitor, and meet departmental strategic goals
• Establish quality standards and performance metrics for customer service interactions, including website chat support and inbound calls
• Conduct regular quality assessments and training sessions to ensure consistency and adherence to service excellence standards
• Collaborate with other departments to address customer issues, resolve operational challenges, and improve overall service delivery
• Provide clear day-to-day direction for all e-commerce and sales support team members, ensuring priorities are aligned, workloads are balanced, and service standards are consistently met
• Foster a collaborative, high-performance environment focused on accountability and results
• Serve as the primary point of contact for complex or escalated customer concerns, resolving issues promptly, fairly, and professionally to maintain strong client relationships and brand reputation
• Hold weekly one-on-one meetings with team members to review performance, provide constructive feedback, identify growth opportunities, and create actionable development plans
• Oversee onboarding for new hires, ensuring comprehensive training on systems, processes, and service standards
• Continuously evaluate and enhance training programs to support long-term team success
• Maintain open communication with the sales team to ensure adequate and effective support is being delivered
• Identify gaps, recommend additional resources or process adjustments, and implement changes that help drive revenue and achieve sales targets
• Collaborate closely with the e-commerce team to identify opportunities to streamline and elevate the online ordering experience, reducing friction and improving overall customer satisfaction
• Organize and manage support coverage for sales team members during absences to ensure seamless service and uninterrupted account management
• Work collaboratively with team members and cross-functional stakeholders to identify inefficiencies, refine internal processes, and implement strategic improvements that positively impact the bottom line
• Act as a liaison for the sales team in onboarding and retaining key accounts, providing hands-on support and strategic insight to strengthen long-term partnerships

• Bachelor’s degree in business administration, marketing, or related field required
• Minimum 5 years’ experience in managing a Customer Service or Sales Support department
• Excellent communication and leadership skills, with the ability to interact effectively with customers, team members, and cross-functional stakeholders
• Proficiency with Microsoft Office applications: Excel, Word, Outlook, e-commerce platforms (Shopify), and other relevant sales and customer service tools
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven recommendations

Business Central and D365 experience is a plus

• Free lunch every day
• Medical, dental and vision insurance
• A 401(k) plan with competitive matching program
• Employee Assistance Program (EAP)
• Short-term and Long-term Disability
• Life insurance
• Personal Time off
• Paid holidays