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Job Details > Customer Service Manager
- 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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