Customer Service Manager

Customer Service Manager

The Customer Service Manager (CSM) will lead our South Carolina based customer service group. The CSM will oversee customer service across its residential, contract, and outdoor furniture markets across all brands to elevate customer service to enhance the customer experience. The CSM will work closely with the multiple stakeholders across the organization particularly, sales, converting, and the Mill operations.

Main Responsibilities:

• Decentralize our customer service operation to allow customer service to operate across all markets and brands within the organization.
• Streamline the experience for our customers and make doing business with us easier.
• Create and standardized customer service SOP’s.
• Work with leadership to create a customer focused environment for its customer service team and organization.
• Establish key metrics of a customer service function.
• Train customer service representatives on processes and standardizations.
• Manage key customer accounts.
• Work closely with converting and sales to anticipate customer needs.
• Use data to understand where resources are needed to better service their customers.
• Build and develop trusted relationships with key customers.

Main Requirements:

• 10+ years of managing a customer service function in a B2B environment.
• Experience in the textile or furniture industry.
• Extremely organized.
• Manage multiple projects at once.
• Communicate clearly and articulate needs and deadlines.
• Customer focused and customer facing.