Customer Service Manager - In-Store

Futonland is seeking a highly motivated and experienced Customer Service Manager to join our team at our Brooklyn, NY location.

We are looking for someone with a strong background in customer service management, preferably within the furniture, mattress, retail, or e-commerce industry. The ideal candidate is organized, assertive, dependable, and comfortable working in a fast-paced environment while managing both customers and team members.

This position requires excellent communication skills, strong follow-up habits, and the ability to handle customer concerns professionally while helping improve the overall customer experience.

Responsibilities:

• Oversee daily customer service operations across phone, email, online orders, and in-store customer interactions.
• Manage and respond to customer inquiries in a timely, accurate, and professional manner.
• Handle escalated customer concerns and work toward fair, efficient resolutions.
• Supervise, train, and support customer service representatives.
• Monitor open tickets, emails, phone calls, and follow-ups to ensure nothing falls through the cracks.
• Work closely with the sales team to assist online and in-store customers and help improve conversions.
• Confirm and follow up on customer orders to ensure accurate processing and clear communication.
• Coordinate with warehouse, logistics, and delivery teams to support smooth order fulfillment.
• Assist with delivery issues, returns, exchanges, damages, service cases, and customer complaints.
• Provide customer feedback and insights to help improve internal processes.
• Maintain strong customer relationships through excellent communication, follow-up, and problem-solving.
• Use customer service and business tools such as Zendesk, G-Suite.
  • Experience with these platforms is a plus.

Requirements:

• Proven experience in customer service management, retail management, or a similar leadership role.
• Furniture, mattress, delivery, retail, or e-commerce experience preferred.
• Strong ability to manage people, time, and multiple priorities.
• Excellent verbal and written communication skills.
• Strong follow-up skills and attention to detail.
• Ability to stay calm and professional when handling difficult customer situations.
• Solid understanding of the sales process and a customer-first approach.
• Proactive problem-solver with a strong sense of ownership and accountability.
• Comfortable working with different personalities, both customers and team members.
• Computer proficiency and the ability to learn new systems quickly.
• College education preferred but not required.
• Positive, team-oriented attitude with the ability to lead by example.

About Futonland

Futonland has been serving customers since 1995, specializing in futons, sofa beds, natural mattresses, space-saving furniture, and functional furniture solutions. We serve customers both in-store and online, helping them find practical and comfortable furniture for their homes, apartments, guest rooms, offices, and small spaces.

Position Details:

• Full-time, Monday to Friday, 9 am to 6 pm, in-store position
• Location: Greenpoint Section of Brooklyn, NY
• Compensation based on experience

How to Apply

If you are an experienced customer service leader who is organized, motivated, and passionate about helping customers, we encourage you to apply.

Please submit your resume and a brief note about your customer service or management experience.

Check us out online at Futonland.com .