Customer Service Manager (CSM)

Position Overview:

As the Customer Service Manager you will lead and oversee the customer service team, ensuring exceptional service delivery and customer satisfaction. You will be responsible for analyzing customer feedback to drive continuous improvement and enhance the overall customer experience.

RESPONSIBILITIES

• Responsible for managing day to day operations; developing and implementing customer service policies and procedures
• Conduct regular team meetings, performance evaluations and provide customer feedback
• Develop and implement a customer strategy aligned with company values and goals
• Continuously monitoring industry trends and best practices to improve customer service
• Establish clear service standards and guidelines consistent with exceptional customer service
• Monitor and analyze customer interactions to identify areas of improvement and implement corrective actions
• Streamline processes to optimize efficiency and productivity while maintaining high quality service
• Resolve escalated customer issues and complaints in a timely manner to ensure customer satisfaction and retention
• Foster positive relationships with key customers, addressing their concerns in a proactive manner
• Collaborating with cross functional teams to ensure a seamless customer experience from all touch points
• Generate regular reports on team performance, customer feedback and trends - presenting findings to senior management.
• Schedule personnel to meet customer demands, while maintaining company budgets
• Adhere to all company safety standards
• Perform other duties as assigned by leadership

Environment:

Ability to work in varying temperature-controlled environments.

Schedule:

• Flexibility to work various shifts, as needed including evenings, weekends and holidays.

Experience:

Preferred:

Two (2) years' retail or customer service experience

Skills:

Physical abilities : May be required to lift up to 80-85lbs.; standing, bending, lifting and twisting for up to 90% of your shift; frequently lifting product from various heights including floor level to over your head; Ability to stand or walk at least 10 hours daily; working in various temperature controlled environments; walking on a variety of flooring such as concrete, tile, carpet etc Strong communication

Skills:

Ability to communicate clearly and effectively with peers and leaders on a daily basis

Organizational Skills:

Ability to fulfill customer orders in a timely manner; ability to prioritize and meet deadlines Working in a team based environment: Working independently and as a team player to ensure our customers are receiving orders timely and with the highest quality

Quality:

Maintain integrity and high standards of product handling from all perspectives

Safety Culture:

Maintain and drive safety policies; driving for accountability of safe practices throughout shift

Job Type:

Full-time Pay:

$50,000.00 - $55,000.00 per year Ability to

Relocate:

Lisbon, CT:

Relocate before starting work (Required)

Work Location:

In person