Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for leading and developing the customer service team while overseeing order fulfillment and account maintenance. This role ensures exceptional customer service, on-time shipments, and compliance with customer-specific requirements.

The Customer Service Manager serves as a key cross-functional leader, partnering with Sales, Buying, Accounting, Distribution, Inventory Management, and other departments to resolve issues, improve processes, and support business objectives. This individual is responsible for establishing clear expectations, developing team capabilities, monitoring performance, and ensuring the department consistently delivers accurate, efficient, and proactive customer service.

What You Will Do

• Lead, manage, and develop the customer service team, establishing clear roles, responsibilities, performance expectations, and accountability.
• Provide ongoing coaching, training, and professional development to strengthen team and customer communication.
• Monitor individual and departmental performance against established service levels, productivity goals, accuracy standards, and deadlines.
• Establish priorities, allocate workloads, and ensure appropriate coverage to meet customer requirements and business needs.
• Conduct regular performance reviews, provide constructive feedback, recognize achievements, and address performance issues promptly.
• Foster a collaborative, customer-focused culture that emphasizes ownership, responsiveness, continuous improvement, and teamwork.
• Develop and maintain standard operating procedures, training materials, and cross-training programs to ensure consistency, continuity, and effective knowledge transfer.

What You Will Need

• Experience: Typically, 5 plus years of relevant external experience or 3 plus years of relevant internal experience, or an equivalent combination of education and experience. Prior experience managing or supervising a customer service team is strongly preferred.
• Leadership and Team Development: Demonstrated ability to lead, coach, motivate, and develop employees while establishing clear expectations and maintaining accountability for results.
• Customer Service Expertise: Strong understanding of customer service operations, order management, account maintenance, fulfillment processes, and customer relationship management.
• Industry Knowledge: Understanding of the retail jewelry industry, gold market, product pricing, and related customer and operational requirements not required but preferred.
• Analytical Skills: Ability to read, interpret, analyze, and prepare reports in accordance with customer account requirements and business needs.
• Technical Proficiency: Advanced Excel skills, including VLOOKUPs, pivot tables, filtering, and data analysis; proficiency with ERP systems, WMS platforms, Microsoft Outlook, and related business applications.
• EDI Knowledge: Working knowledge of EDI 850, 860, 846, 855, 856, and 870 transactions and their application in order management, inventory reporting, acknowledgments, shipping, and order status communication.
• Problem-Solving and Decision-Making: Ability to resolve complex issues, make sound decisions, manage escalations, and balance competing priorities in a fast-paced environment.
• Communication and Collaboration: Excellent written and verbal communication skills and the ability to work effectively with customers, employees, and cross-functional stakeholders.
• Organizational Skills: Ability to manage multiple accounts, deadlines, projects, and operational priorities while maintaining accuracy and attention to detail.
• Adaptability: Ability to learn new processes quickly, adapt to evolving responsibilities, and lead teams through changing customer and business requirements.
• Accountability and Professionalism: Strong organizational discipline, sound judgment, and a commitment to meeting deadlines, delivering results, and maintaining high service standards.

The Company Richline Group, a Berkshire Hathaway company, is a global leader in precious metals, jewelry, and related products. Through our business units, including LeachGarner, Richline Jewelry, Rio Grande, and Inverness, we serve customers worldwide through manufacturing, distribution, and innovative sourcing solutions. We are committed to operational excellence, responsible sourcing, and long-term customer partnerships. EEO Statement We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Richline does not accept resumes from recruiters or suppliers with which it has not signed a formal fee agreement. Suppliers are determined by specific hiring needs. Therefore, any resume received from an unapproved supplier is unsolicited, and Richline Group, Inc. is not obligated to pay referral fees.