A Retail Customer Service Manager manages staff that provide customer service for a retail store. Assists staff as needed, or deals directly with customers. Implements policies with regard to store products and merchandise. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Wayne, NJ Job Details Full-time $60,000 - $75,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Live chat Customer follow-ups Teamwork Microsoft Outlook Interpersonal skills Managing teams in a customer support role Computer literacy Metrics Reporting Customer support experience within e-commerce industry E-commerce Managing clients in a customer support role Team development Customer relationship management Online retail experience Leading team collaboration initiatives Creative problem-solving Proactiveness Process improvement planning Channel management Data-driven decision making Team motivation (leadership skill) Team building Full Job Description Job Overview We are seeking a motivated, organized, and results-driven Customer Service Manager to lead and grow our customer service function. This role starts with mastering our brand's direct customer service operations and expands into ecommerce and marketplace channels including Amazon, Home Depot, Lowes, Staples, wholesale accounts, and more. The ideal candidate will have a proven track record of building high-performing teams, improving processes, streamlining operations, and establishing the KPIs and metrics that drive excellence across the department.
Important:
This role requires hands-on experience in product-based customer service. Experience solely in software, SaaS, telecom, or service-industry customer service does not meet this requirement. Candidates without this background will not be considered. Roles & Responsibilities Team Leadership & Development Recruit, hire, onboard, and develop a high-performing customer service team capable of scaling across brand direct, ecommerce, and marketplace channels Coach, mentor, and motivate agents through regular feedback, performance reviews, and career development planning Build a team culture grounded in accountability, empathy, and continuous improvement Communicate clear job expectations and enforce company policies and procedures consistently Process Improvement & Operations Evaluate, redesign, and streamline customer service workflows to improve efficiency and scalability across all channels Identify bottlenecks and implement solutions that reduce handle time, improve first-contact resolution, and increase overall team productivity Develop and maintain SOPs, communication guidelines, and escalation procedures Stay ahead of industry developments and apply best practices to ongoing operations KPIs, Metrics & Reporting Establish, track, and report on key performance indicators including CSAT, NPS, response time, resolution rate, ticket volume, and more Use data to identify trends, measure team performance, and make informed decisions on resource allocation and process improvements Present regular performance reports to senior leadership with actionable insights and recommendations Customer Experience Oversee management of customer inquiries and escalations across all platforms including email, phone, chat, and marketplace portals Take ownership of customer issues and ensure they are resolved thoroughly and promptly Improve the overall customer service experience to build loyalty, drive retention, and support organic growth Identify and assess customer needs to achieve maximum satisfaction and brand consistency Ecommerce & Marketplace Management Manage and support customer service operations across ecommerce and marketplace channels including Amazon, Home Depot, Lowes, Staples, and wholesale partners Understand platform-specific requirements, SLAs, and escalation processes for each channel Collaborate cross-functionally with sales, operations, and marketing to ensure consistent service standards across all touchpoints Qualifications & Skills Required 2-3 years of customer service management experience, including direct team-building and department leadership Demonstrated experience setting up KPIs, tracking metrics, and using data to drive performance improvements Proven ability to streamline processes and improve departmental efficiency Experience managing or supporting ecommerce and/or marketplace channels (Amazon, Home Depot, Lowes, Staples, or similar) Excellent verbal and written communication skills Strong organizational and multitasking abilities with the capacity to manage high-volume, fast-paced environments Computer proficiency in MS Office Suite (Outlook, Word, Excel — Intermediate level minimum) Ability to adapt to different customer types with patience, calm, and professionalism
Note:
A background in physical product customer service is required — this means direct experience supporting tangible goods such as consumer products, medical or healthcare equipment, or similar hard goods. Applicants whose experience is limited to software, SaaS, telecom, or service-only industries will not be considered. Preferred Experience in product-based or wholesale/B2B customer service environments Familiarity with CRM platforms, helpdesk tools (e.g., Zendesk, Freshdesk), and marketplace seller portals Spanish language proficiency a plus Self-starter with a competitive drive, strong ownership mentality, and continuous improvement mindset What We Offer A clear path for growth — this role is designed to expand in scope as our channels scale A collaborative, supportive team environment where your contributions are recognized The opportunity to build something meaningful from the ground up — processes, teams, and culture Competitive compensation commensurate with experienc
Pay:
$60,000.00 - $75,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance
