Customer Service Operations Manager
4 weeks ago
Custom Goods, LLC is seeking a highly skilled Customer Service Operations Manager to oversee the day-to-day operations within an assigned function. This role is responsible for driving customer satisfaction through the ownership of daily execution, including customer service, technical support, onboarding, order delivery, and warehousing.
Key Responsibilities- Drive customer satisfaction through the ownership of daily execution for designated branch.
- Produce regular status reports to communicate with internal stakeholders.
- Lead challenging projects with multiple workflows, internal resources, and third parties/vendors for successful execution.
- Ensure all project activities and deliverables are completed on-time, within scope, and budget.
- Develop and maintain detailed project plans to track and report progress.
- Partner with leadership on business forecasting and KPI reporting.
- Manage customer distribution and capacity planning across the team to ensure the best possible experience for customers.
- Partner with CS Leaders to understand their teams, business units, and goals.
- Learn all existing systems, routines, and cadences that drive our Customer Teams.
- Examine and understand the full customer lifecycle.
- High school diploma or GED and 2-5 years related experience, with at minimum 2 years of direct supervisory experience.
- 3PL experience highly preferred.
- Experience in distribution/fulfillment environment is preferred.
- Knowledge of Microsoft Office/Outlook/Warehouse Management System (WMS).
- Excellent oral and written communication skills.
- Ability to create and maintain professional relationships within all levels of the organization.
- Detail oriented with excellent follow-up practices.
- Must be able to be professional at all times and flexible with changing situations.
- Upholds organizational values.
Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state, and local laws.
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