Customer Service Manager

Job Description

Banner House, Built on the foundation of Magnussen Home — one of the furniture industry’s most trusted names since 1931 — Banner House exists to give retailers a complete, non-overlapping portfolio of furniture brands across good, better, and premium price points. Each brand has its own design philosophy, customer, retail role, and product DNA. A retailer can grow with one strategic partner instead of managing several vendors

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Customer Service Manager

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Manage and supervise Customer Service team to support the sales organization in their efforts to increase sales while developing and maintaining the existing customer base.

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Specific Responsibilities will include:

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·        Train and manage assigned team to achieve departmental goals. Conduct performance reviews and coaching as required to develop and empower a strong team that aspires grow with the company over time.

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·        Own the result of US/Vietnam customer care team and help to foster their training and development to best serve the customer.

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·        Foster and maintain a positive and supportive relationship with all customers, sales reps, and sales management.

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·        Anticipate customer and internal team needs where possible, while being exceptionally responsive to specific requests.

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·        Own the result of customer issues and follow-up procedures. Focus on effective and efficient problem-solving strategies for the team.

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·        Establish efficient and balanced workflows that maximize efficiency and product high levels of service quality and customer satisfaction.

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·        Work with Sales, Demand & Supply, Logistics, IT and VN team to find solutions for customer requests and exceptions.

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·        Create standard work with continuous improvement culture that is efficient and effective.

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·        Serve as a backup on the day-to-day management of customer processes, including limited to:

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·        Orders

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·        Shipments

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·        Claims

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·        Emails

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·        Phone Calls

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·        Attend furniture market (Spring and Fall)

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·        Various tasks and reporting as assigned by coach and senior management.

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Education/Experience Required:

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·        Proven experience in a similar position for at least 5 years

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·        College degree or equivalent experience

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·        Excellent communication skills

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·        Strong ability in using MS Office

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·        Knowledge of Customer Relations Management