Job Summary:
We are seeking a dedicated and experienced Customer Service Manager to lead our in-house customer service team. The ideal candidate will have a strong background in customer service, Netsuite experience (required) , and staff development. This role requires a leader who can motivate and train their team to provide exceptional customer service while driving sales and meeting performance goals.
Duties:
- Oversee daily operations of the customer service team, including managing customer inquiries, resolving issues, and ensuring timely response to customer needs.
- Improve, develop and implement customer service standards, policies, and procedures to ensure customer service experience.
- Conduct performance evaluations and provide coaching and training to improve customer service skills and overall team performance.
- Manage the customer service budget and ensure that it aligns with the company's financial goals.
- Collaborate with other departments to identify and address any customer service issues or concerns.
- Implement strategies to increase customer retention and loyalty.
- Analyze customer service metrics and make recommendations to improve performance.
- Assist with recruiting and hiring customer service representatives.
- Develop and deliver training programs to educate staff on customer service best practices.
- Ensure that all customer service team members are properly trained on products, services, and company policies.
- Manage the customer service team's schedules and ensure adequate coverage during peak periods.
- Develop and implement strategies to reduce costs and improve efficiency.
- Manage inventory levels and ensure that stock levels are adequate to meet customer demand.
- Negotiate prices and purchase orders for inventory as needed.
- Manage shift schedules and ensure that there is adequate coverage during peak periods.
- Develop and maintain a positive work environment that promotes teamwork, open communication, and employee growth and development.
Skills:
- 3 + years Netsuite experience
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to train and develop staff.
- Proficiency in stock management and inventory control.
- Experience with recruiting and hiring.
- Ability to analyze data and make informed decisions.
- Strong organizational skills.
- Ability to work in a fast-paced environment and manage multiple priorities at once.
- Experience with store management and shift management.
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- Experience with training development and implementation.
- Strong time management skills and ability to prioritize tasks.
Job Type: Full-time
Pay: $42,575.00 - $54,575.00 per year
Benefits:
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Experience:
- Customer service: 5 years (Required)
- NetSuite: 2 years (Preferred)
Ability to Commute:
- Cartersville, GA 30120 (Required)
Ability to Relocate:
- Cartersville, GA 30120: Relocate before starting work (Required)
Work Location: In person