Customer Service Manager

Customer Service Manager Fonte Surgical Supply, Inc. Irondequoit, NY Job Details Full-time From $50,000 a year 18 hours ago Qualifications Customer records maintenance Staff supervision Sales reporting Email customer support Managing teams in a customer support role Phone communication Sales workflow optimization Operational management Customer order taking Staff scheduling Customer satisfaction tracking Team scheduling Performance feedback (performance evaluation method) Metrics Reporting Mid-level Sales team management Managing clients in a customer support role Team development Sales performance monitoring (sales process improvement strategies) Client retention Team training Sales coaching Customer engagement Increasing sales revenue Conflict management Sales management systems proficiency Call monitoring Computer skills Customer support CRM system proficiency Full Job Description Position Summary We are seeking an experienced and highly organized Customer Service Manager to oversee daily customer service operations and manage a team of 4-8 employees handling online sales and telephone sales. The ideal candidate will be responsible for directing daily workflow, ensuring exceptional customer service, improving sales performance, and maintaining efficient communication across all customer channels. The Customer Service Manager will lead by example, coach staff, monitor performance, resolve escalated customer issues, and ensure a positive customer experience while supporting company sales goals.

Key Responsibilities:

Team Management & Leadership:

Supervise, direct, and support a team of 4-8 customer service and sales employees on a daily basis. Schedule and coordinate staff coverage for phone and online sales operations. Provide ongoing coaching, training, and performance feedback. Monitor employee productivity, attendance, and customer interaction quality. Foster a positive, professional, and team-oriented work environment.

Customer Service Operations:

Ensure exceptional customer service through telephone, email, and online sales platforms. Resolve escalated customer complaints and service issues promptly and professionally. Maintain high customer satisfaction standards and response times. Develop and improve customer service procedures and workflows.

Sales Support & Oversight:

Monitor and support telephone and online sales performance. Assist team members in closing sales and increasing customer retention. Review order processing, customer inquiries, and follow-up communications. Identify opportunities to improve sales effectiveness and customer experience.

Administrative & Reporting Duties:

Track customer service metrics and employee performance. Maintain accurate records of customer interactions and sales activity. Prepare operational reports and provide updates to management. Ensure policies and procedures are followed consistently.

Qualifications:

Previous management or supervisory experience in c ustomer service, retail, online sales, or call center operations preferred. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Experience handling telephone sales and online customer support. Strong problem-solving and conflict-resolution skills. Ability to multitask and work in a fast-paced environment. Proficiency with computers, email systems, CRM software, and online sales platforms.

Preferred Skills:

Sales management experience. Experience supervising small teams (4-8 employees). Strong organizational and scheduling abilities. Ability to motivate staff and improve performance.

Physical & Work Requirements:

Ability to work in an office or customer service environment. Ability to sit, stand, and communicate by phone and computer for extended periods.

Compensation:

Base salary starting at $50,000 annually. Additional Performance-based bonus opportunities tied to sales performance, customer service goals, team productivity, and overall operational success.