Manager Consumer Dealer Support

Job Description

Job Description

We are proud to be the only company covering the spectrum of residential storage and organization needs, from high-end, dealer-supplied custom solutions to do-it-yourself storage systems available online and in retail stores. Our organization systems are marketed under the Inspired Closets, ORG Home, Gorgeous Garage, ProClosets, EasyClosets, EasyGarage, Easy Track, and Garage Essentials brand names.

The Stow Company is currently seeking qualified candidates for Manager of Consumer and Dealer Support to lead customer service initiatives across all customer channels. We are the country’s premier source for custom closets and organizational solutions, designed, custom-cut, and shipped to our clients from our world-class manufacturing facility in Holland, MI.

Primary Purpose of Position:

The Manager of Consumer and Dealer Support leads the support team while championing an exceptional end-to-end customer experience. This position partners across the organization to strengthen customer relationships, drive operational improvements, and proactively resolve issues. and ensure customer needs are represented in business decisions. Through effective leadership, collaboration, and continuous improvement, this role helps achieve organizational goals while building lasting customer loyalty.

Essential Functions and Responsibilities:

• Lead, coach, and develop a high-performing multi-channel Customer Support team focused on delivering an exceptional customer experience.
• Direct daily workflow, staffing, scheduling, PTO planning, holiday coverage, and weekly timecard approval to ensure consistent service levels.
• Conduct regular one-on-one coaching sessions, performance evaluations, recognition, and development planning.
• Identify training needs and provide ongoing coaching, tools, work instructions, and resources to support employee success.
• Develop, maintain, and improve customer support processes, work instructions, and standard operating procedures.
• Foster a culture of accountability, collaboration, continuous improvement, and customer intimacy.
• Manage complex customer escalations and inquiries by coordinating timely resolutions across internal departments while maintaining proactive communication with customers.
• Evaluate and approve expedited freight requests and customer credit exceptions in accordance with company guidelines.
• Serve as the primary Customer Support liaison across Operations, Logistics, Scheduling, Product Management, IT, Finance, Sales, and other business partners.
• Lead cross-functional communication regarding operational changes, production delays, inventory constraints, shipping impacts, and other customer-affecting issues.
• Lead customer support initiatives and cross-functional projects designed to improve customer satisfaction, operational efficiency, and overall business performance.
• Investigate recurring service or quality concerns, recommend corrective actions, and collaborate with cross-functional teams to implement sustainable solutions.
• Ensure organizational service standards, department goals, and performance metrics are consistently achieved.
• Represent the voice of the customer in cross-functional discussions by identifying emerging trends, communicating customer impacts, and influencing decisions that improve both the customer experience and operational performance.
• Lives company values on a daily basis.
• Poses no direct threat to the health and safety of himself/herself, or other, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.
• Requires regular attendance to perform essential elements as contained herein between the assigned start and end times for work.
• Establishes and maintains effective work relationships within the department, the corporation, and the community; and maintains the professional competence, knowledge, and skill necessary for the satisfactory performance of all assigned responsibilities.

The Stow Company may temporarily assign any team member with duties outside of their normal responsibilities. Such assignments may be warranted due to a variety of specific requirements, conditions and/or the capabilities of available personnel. Management will determine the nature and duration of those assignments.

BASIC QUALIFICATIONS:

Education & Experience:

• Bachelor’s degree in business, marketing or equivalent experience preferred
• 5+ years experience in customer service field preferred
• 1-3 years supervisory experience in customer service or related field preferred

Knowledge / Skills/Abilities:

• Previous experience and knowledge of quality control systems and processes
• Proven leadership, mentoring and coaching skills
• Ability to troubleshoot and demonstrate resolution through analytical thought process
• Must have excellent time management/organizational skills
• Interpersonal skills in order to work effectively with individuals both internally and externally to The Stow Company
• Must have excellent customer service skills; including strong written and verbal communication skills
• Must have the ability to interface with all levels of personnel in an office and a manufacturing environment
• Ability to take the initiative and work well independently with little supervision, and as part of a team

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:

• Sitting at workstation approximately 80 percent of work time
• Standing and walking approximately 20 percent of work time
• Must be able to travel between plant and office locations
• Ability to work overtime or occasionally on weekends with short notice
• Typical office environment with shelves overhead and above work surfaces