Customer Service Manager

Customer Service Manager

Key Responsibilities

• Manage the Customer Service function while also handling vendor communication, order flow, inventory accuracy, and select administrative tasks previously handled by the Vice President.


• Oversee customer operations and ensure effective communication across all departments.

• Serve as a point of contact for major accounts ensuring customer satisfaction and long-term retention.


• Deliver outstanding service throughout the entire order process.


• Liaise with sales, logistics, accounting, and production to deliver excellent customer experiences.


• Collaborate with production, development and designers to resolve customer issues and ensure satisfaction.


• Understand product details, industry expectations, and proactively resolve client issues.


• Guide the customer service function and supervise Customer Service Associates.


• Oversee customer support for all existing and future clients.


• Edit and enter customer orders accurately while maintaining pricing models.


• Lead and manage sales orders and sales invoicing.


• Tracking and reporting on order status and logistics updates, coordinating closely with production, logistics, and warehouse teams.


• Handle challenging customer interactions professionally, focusing on resolution and maintaining brand integrity.


• Strengthen customer relationships through courteous interactions and proactive outreach.


• Partner with Sales to suggest opportunities for complementary items, special offerings, or reorders.


• Oversee showroom inventory control.


• Support basic inventory analysis.


• Assist in documenting and refining SOPs to improve efficiency and consistency.


• Provide backup administrative support for executive projects.


• Other duties as may be assigned by leadership to support the evolving needs of the business.

• Partnering with Logistics in the negotiation of contracts with shipping carriers and vendors.

Qualifications & Requirements

• Experience in customer service within the
  furniture or furniture-related industry is required.


• Proven ability to manage key accounts and maintain high levels of customer satisfaction.


• Strong understanding of office operations and employee communication.


• Excellent interpersonal and written communication skills.


• Highly organized and detail-oriented, with strong problem-solving abilities.


• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and Google Workspace.

Benefits

• Health Compensation


• Retirement Plan


• Dental & Vision Coverage


• Short-Term Disability


• Life and Critical Illness Insurance


• Paid Time Off

Pay based on experience; $50k-$75k