Customer Service Manager

5 months ago

Norcross, United States CabinetCorp Full time $48,000 - $60,000
About Us:At CabinetCorp, we are dedicated to providing exceptional cabinetry solutions to homeowners, contractors, and design professionals. As a leader in the cabinet industry, we pride ourselves on delivering top-quality products and outstanding customer service. We are currently seeking a motivated and experienced Customer Service Manager to join our team and lead our customer service department to new heights.

Position Overview:As the Customer Service Manager at CabinetCorp, you will be responsible for overseeing the customer service team, ensuring that our clients receive the highest level of service and support. You will manage customer inquiries, resolve issues, and work closely with internal teams to improve processes and deliver a seamless customer experience. Your leadership and problem-solving skills will be critical in maintaining our reputation for excellence and driving customer satisfaction.

Key Responsibilities:
  • Lead the Customer Service Team: Supervise, train, and mentor the customer service team to ensure they provide exceptional support to clients and resolve issues efficiently.
  • Develop and Implement Policies: Create and enforce customer service policies and procedures that enhance the customer experience and streamline operations.
  • Handle Escalations: Address and resolve complex customer complaints and escalations, providing effective solutions and ensuring customer satisfaction.
  • Monitor Performance Metrics: Track and analyze customer service performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify areas for improvement.
  • Collaborate with Internal Teams: Work with sales, design, and production teams to address client needs, manage orders, and ensure timely and accurate delivery of products and services.
  • Enhance Customer Experience: Identify opportunities to improve the customer experience and implement initiatives that exceed client expectations and foster long-term relationships.
  • Manage Customer Relationships: Build and maintain strong relationships with clients, understanding their needs, and providing proactive support to ensure their satisfaction.
  • Oversee Order Processing: Supervise the order processing workflow to ensure accurate order entry, timely fulfillment, and effective management of returns and exchanges.
  • Implement Training Programs: Develop and conduct training programs for the customer service team to enhance their skills and knowledge of products, services, and best practices.
  • Stay Informed on Industry Trends: Keep up with industry developments and trends in the cabinet industry to provide relevant insights and maintain a competitive edge.

Qualifications:
  • Proven Customer Service Experience: Extensive experience in customer service management, with a strong track record of leading teams and improving customer satisfaction.
  • Knowledge of the Cabinet Industry (Preferred): Familiarity with the cabinet or home improvement industry is preferred but not required. We value relevant experience and a willingness to learn.
  • Excellent Leadership Skills: Demonstrated ability to lead and motivate a team, manage performance, and foster a positive work environment.
  • Strong Communication Skills: Outstanding verbal and written communication abilities, with the capacity to interact effectively with clients, team members, and other stakeholders.
  • Problem-Solving Skills: Proven ability to resolve complex issues, manage escalations, and find solutions that meet customer needs and align with company goals.
  • Organized and Detail-Oriented: Strong organizational skills with attention to detail, capable of managing multiple tasks and responsibilities simultaneously.
  • Customer-Centric Approach: A passion for delivering exceptional customer service and a commitment to creating positive experiences for clients.
  • Experience with CRM Systems: Familiarity with customer relationship management (CRM) systems and software is a plus.
  • Bachelor’s Degree (Preferred): A degree in Business, Management, or a related field is preferred but not required.

What We Offer:
  • Competitive Salary: Competitive base salary with performance-based bonuses.
  • Comprehensive Benefits Package: Health, dental, and vision insurance, 401(k) with company match, paid time off, and more.
  • Professional Development: Opportunities for career growth and development, including training and mentorship programs.
  • Supportive Work Environment: A collaborative and supportive team culture that values your contributions and offers opportunities for advancement.

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