Customer Service Manager

Do you want to work in a fast-paced office with a team that is focused on serving our customers? We help families say goodbye and honor their loved ones by providing excellent service to funeral homes. Triangle Atlantic Casket Company is a growing family owned and operated distributor of caskets to funeral homes in North Carolina, South Carolina and Virginia. About the Role We are currently seeking a customer service manager to join our team. The perfect candidate will bring high energy and a positive outlook to work every day. They will combine excellent communication skills, a personal touch to solving problems and the enjoyment of working with people to help honor the lives of their loved ones. We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team and enhance the overall customer experience. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a passion for delivering outstanding service. This role involves managing daily operations, training staff, and ensuring that customer needs are met effectively and efficiently. Responsibilities Oversee the daily operations of the customer service department to ensure high-quality service delivery. Train, mentor, and develop team members to enhance their skills in customer service and sales. Manage employee orientation and onboarding processes for new hires. Conduct interviews and assist in recruiting top talent for the team. Implement effective inventory management practices to ensure product availability. Supervise staff performance and provide constructive feedback to foster a positive work environment. Handle escalated customer inquiries and resolve issues with professionalism and empathy. Maintain accurate records of bookkeeping, and inventory control. Collaborate with other departments to align customer service strategies with business goals. Monitor sales performance and develop strategies for improvement. Ensure compliance with all company policies regarding cash handling, pricing, merchandising, and marketing. Some Specific Daily Tasks include, but not limited to: Answering and initiating phone calls and email conversations with customers. Process phoned in and online orders from customers. Creating and processing work orders for delivery to customers. Create invoices for customers. Managing other customer service agents. Processing Payments. Assist with scheduling deliveries to customers in a timely manner. Assist with managing inventory. Accounts receivable/collections. Qualifications Proven experience in a management role within a retail or customer service environment. Strong negotiation skills with the ability to influence others positively. Proficient in administrative tasks including budgeting, payroll, and bookkeeping. Excellent organizational skills with a keen attention to detail. Strong leadership qualities with experience in small team management and development. Exceptional communication skills, both verbal and written, along with strong phone etiquette. Ability to manage time effectively while prioritizing multiple tasks in a fast-paced environment. Experience in customer issue resolution. Required Skills Friendly/professional phone skills. Has a genuine interest in assisting customers. Maintain a highly professional and positive disposition when dealing with customer issues. Can provide accurate product and service information to customers. Ability to multi-task and prioritize work flow. Maintain customer accounts and communications. Has the ability to define problems, collect data, establish factors and draw valid conclusions. Must be very detail oriented. Works closely with other team members to fulfill company objectives. Ability to work unsupervised, to meet deadlines; to solve problems creatively with a customer-first mindset. #J-18808-Ljbffr