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ME
M&A Executive Search
Customer Service Manager
Career Insights for Retail Customer Service Manager
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Based on Washington data
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What they do
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.
$59,380 / year median in Washington
+20% projected growth
Job Description
M&A Executive Search has been retained to recruit a Customer Service Manager (Order Processing) to lead the company's order processing and customer service operations for a well-established consumer goods company. This position plays a critical operational role within the organization, ensuring the accurate and timely processing of customer orders across wholesale, retail, and eCommerce channels. The Customer Service Manager serves as the operational hub connecting customers, sales, logistics, distribution, IT, and finance while ensuring exceptional customer service and flawless order execution. The company is currently implementing a new ERP platform, creating an exciting opportunity for the successful candidate to help shape the future state of customer service and order management operations. Beyond managing daily execution, this individual will play an important role in developing scalable processes, implementing best practices, improving EDI workflows, documenting standard operating procedures, and helping automate customer service operations. While this is a management position, it is intentionally structured as a player-coach role. The successful candidate will directly supervise a small team of two associates while remaining highly engaged in the day-to-day operation. This role requires a leader who enjoys solving problems, improving processes, mentoring employees, and personally handling complex customer situations in a fast-paced environment.