Customer Service Manager

Our company is experiencing exciting growth, expanding our footprint, strengthening our brand presence, and continuing to raise the bar for exceptional service. As we build on this momentum, we are seeking a dynamic and experienced Customer Service Manager to join our team immediately. This pivotal role offers the opportunity to shape the customer experience during a time of strategic expansion and innovation. This position includes the staffing and onboarding functions for the store, which includes store interviews, offer letters and providing onboarding to each new hire.

In this role, you will cultivate strong, lasting relationships with our valued customers by delivering exceptional service and swift resolution of concerns. You will serve as a culture carrier and service champion—driving a positive, solution-oriented environment while overseeing and developing a high-performing team of Customer Service Representatives. Your leadership will directly influence customer loyalty, brand reputation, and operational success.

Key Responsibilities:

1. Lead, mentor, and coordinate the Customer Service team to consistently deliver outstanding, brand-aligned customer experiences
2. Utilizing the company ATS system, will contact candidates for interviews, conduct store based interviews and coordinate all next step interviews with store management
3. Provide offer letters and onboarding to all new hires, coordinating first day orientations
4. Champion clear communication, accountability, and engagement to achieve and exceed customer satisfaction goals
5. Foster continuous professional growth through coaching, feedback, and skill-building initiatives
6. Identify opportunities to refine customer service processes and policies, driving operational efficiency and service excellence
7. Oversee accurate and timely processing of internal and customer orders to ensure seamless execution
8. Collaborate cross-functionally with corporate and store leadership teams to support smooth, unified operations across the organization
9. Analyze departmental reports and key performance indicators to identify trends, measure performance, and implement strategic improvements
10. Contribute to broader store and company initiatives that support our continued growth and success

What We’re Looking For:

1. High School Diploma or equivalent required
2. Minimum of 4 years’ experience in a customer service role within a retail customer-facing environment
3. A detail-oriented professional with a strong commitment to service excellence
4. Proven leadership ability with a track record of motivating, developing, and empowering teams
5. Strong decision-making and problem-solving skills in fast-paced environments
6. A proactive mindset with a passion for continuous improvement and operational advancement
7. Excellent communication skills with the ability to collaborate across all levels of the organization
8. Proficiency in English (speaking, reading, and writing)
9. Energetic, self-motivated, adaptable, and ready to thrive in a growing, dynamic company

Why Join Us?

We believe our growth is powered by our people. When you join our team, you become part of an organization that values leadership, innovation, and community connection. We reward hard work and dedication with a competitive benefits package that includes:

1. Medical, dental, and vision coverage, life insurance, LTD, STD, PTO
2. 401(k) retirement savings plan with company match
3. Generous employee discounts including 50% off lunch and 25% off in-store shopping
4. A supportive, team-oriented culture where your leadership makes a measurable impact
5. Opportunities to grow your career alongside a company that continues to expand and evolve

Working Conditions:

This role involves active movement on hard surfaces and may require bending, reaching, lifting (up to 30 pounds), and other physical activities. You’ll often work in an indoor environment that includes exposure to machinery, temperature variations, and cleaning agents. Safety, awareness, and attention to detail are essential in this fast-paced setting.