Customer Service Manager

Position Title: Customer Service ManagerDepartment: Customer ServiceReporting To: CMOEmployment Type: Full Time / In-Office M-FLocationOnsite - Strasburg, PAAbout Us:At Beuta, we're reimagining the garden edging industry with products designed for easy installation - cutting the time and effort of traditional methods in half.But what really sets us apart is pride: pride in the quality of everything we make, pride in the work we do every day, and pride in how we serve our customers. With a growing product catalog and expanding customer base, we need more help.We don't just want to meet expectations, we want to delight the people who trust us to help them create the home of their dreams. We want them to talk just as much about the people who served them as they do the product they love. If you take joy in doing things right and making someone's day, you'll fit right in.About the role:As our Customer Service Manager, you're the voice of Beuta and the standard-setter for how we treat every person who calls. This isn't a sit-back-and-supervise role. You'll know our products inside and out - how they install, how they ship, and how they solve problems traditional edging can't. You'll use that expertise to turn calls into confidence, and confidence into sales where the opportunity exists. Whether a customer needs help tracking a shipment, troubleshooting an installation, or figuring out which product fits their project, you'll own the outcome.You'll relentlessly pursue the balance every great service team has to strike: keeping our cost to serve lean, while never cutting the corner that delights a customer.Most importantly, you'll multiply yourself by developing your team so that your product knowledge, sales instincts, and service standards become theirs.Responsibilities:Lead and manage the customer service team, setting clear expectations and holding the team accountableConvert inbound service calls into sales opportunities and qualified leadsHandle escalated customer inquiries, complaints, and complex issues with professionalism and careDevelop and implement customer service policies and procedures that align with company standardsTrain, mentor, and coach team members to enhance their communication skills and service qualityMonitor team performance and identify areas for improvement through feedback and regular evaluationsWork cross-functionally with other departments to ensure consistent and efficient customer supportProactively communicate shipping delays before customers reach out whenever possiblePeriodically collect feedback to share with R&D and Marketing teamsTrack and report on customer service metrics to help improve processes and customer satisfactionManaging the Customer Service team's environment to maintain a positive and professional workplaceDevelop scorecards to share daily customer feedback with other departmentsDevelop and maintain CS software's: Zendesk, Amazon Seller Central & ShopifyQualificationsExcellent verbal and written communication skillsStrong problem-solving and conflict resolution abilitiesProven ability to manage and lead a team effectivelyExperience handling customer complaints and turning negative experiences into positive outcomesAbility to stay calm and professional under pressure2+ Years of CS Management experienceExperienced with Zendesk, Shopify and Amazon Seller CentralComfortable using AI applications to help with work flows while still maintaining the human element with customersCompensation & Benefits:Simple IRA Retirement Plan (Roth or Traditional) 3% Company MatchPaid Time Off (PTO)Dental/Vision InsuranceHealthcare InsuranceHourly rate based on experience - View phone number on click.appcast.io