Senior Customer Service Manager

7 days ago

Sioux Falls, South Dakota, United States Sullivan Incorporated Full time
About Sullivan Gift

Sullivan Gift is a leading provider of premium floral and giftware products. Our commitment to delivering quality, creativity, and joy to our customers has made us a trusted name in the industry.

Senior Manager, Customer Service

We are seeking an experienced Senior Manager, Customer Service to oversee and support the daily operations of our Customer Service team. In this role, you will ensure that high-quality service is provided to all customers, sales teams, and representatives.

Key Responsibilities:
  • Develop and optimize service procedures, policies, and best practices.
  • Enhance efficiency and improve responsiveness in customer interactions.
  • Set clear performance measures for the team and provide feedback on a scheduled basis.
  • Maintain accurate records of customer service actions and communications.
  • Manage department Profit and Loss (P&L) or cost center budgets.
  • Use customer insights and analytics to drive company-wide improvements.
  • Ensure compliance with regulatory and legal requirements.
  • Collaborate across departments to achieve business goals.
  • Create executive-level presentations on performance and change proposals.
Requirements:
  • Strong communication, critical thinking, and multitasking skills.
  • Advanced troubleshooting and customer service skills.
  • Proficiency in building professional business relationships.
  • Strong PC skills, including proficiency with Microsoft Office (Word, Excel, Outlook).
  • Ability to learn and navigate internal software systems quickly.
  • Ability to prioritize tasks and adapt to a fast-paced environment.
  • Proven leadership and staff management skills.
  • Strong organizational abilities and attention to detail.
Education and Experience:
  • Bachelor's degree or equivalent education and experience required.
  • 5-10 years of experience in customer service or call center management.
  • 3-5 years of people management experience.
  • Experience in floral or giftware retail industries is preferred.

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