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  • Job Title
  • Customer Service Manager
  • Location
  • Rancho Dominguez
  • Job Number
  • 138209
  • State
  • California
  • Job Class
  • Full Time
  • Category
  • Marketing/Customer Service
Job Description

A family-owned and operated company committed to handcrafting mattresses in the USA since 1946. We care about our customers and our products, focusing on quality, value, and promoting the importance of a good night’s sleep for your health

We are looking for a motivated Customer Service Manager
possessing a positive mindset and help build and maintain a strong departmental and company culture.



Job Description:
  • Assist with Customer Onboarding
  • Manage customer product price list
  • Manage Customer Criteria’s and product codes
  • Introduce CSR Team to new Customers
  • Customer complaint resolution to improve customer satisfaction (24 HR Response and resolution time)
  • Answer phones professionally and efficiently and follow up on customer requests in a timely manner
  • Ensure sales orders are entered accurately and timely and follow up on any delay/backorder process
  • Manage the warranty process to ensure positive customer conflict resolution
  • Manage and report on customer service metrics and Zen Desk ticketing system
  • E-commerce Portal accounts monitoring and Customer Complaint Resolution
  • Returns process management

Requirements:
  • Strong Computer Skills: Excel and Outlook
  • Multi-Tasking
  • Problem Solving
  • Excellent communication and conflict resolution skills
  • Communicates clearly and effectively
  • High School Diploma or GED
  • 5+ years in a customer service management role
  • Bi-lingual English / Spanish a plus
  • Ability to work in a fast paced, goal-oriented environment
  • Compliance with department policies and procedures
  • Attention to detail, outstanding grammatical skills, writing, and record keeping skills
  • Superior interpersonal skills and capability to work successfully in a collaborative environment


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