Customer Service Manager

Posted by Tifosi Optics on 05/23/2024

Job Basics

Industry Sector: Bike, Fitness, Lifestyle, Outdoor

Job Categories: Customer Service, Management

Company Type: Accessories

State: GA

City: Watkinsville

Country: United States

Required Experience: 3 - 5 years

Job Type: Full Time

Salary:

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 50+ miles

Job Description & Requirements

Customer Service Manager Job Description

Do you thrive on building high-performing teams and ensuring customer satisfaction? Are you passionate about creating a positive customer experience and possess a strong understanding of sales operations? If so, then this Customer Service Manager role is for you!

Responsibilities:

• Customer Service:
• Willing to learn and become an expert in all customer service duties
• Lead and motivate a team of Customer Service Representatives to consistently exceed customer expectations.
• Develop, implement, and monitor customer service goals and key performance indicators (KPIs).
• Recruit, hire, onboard, and train new customer service representatives.
• Coach and mentor team members, providing ongoing feedback and development opportunities.
• Identify and resolve complex customer issues, escalating as necessary.
• Analyze customer feedback to identify trends and areas for improvement in service and products.
• Create and maintain a positive and productive work environment for the customer service team.
• Wholesale Inside Sales Collaboration:
• Partner with the sales team to establish and help measure inside and outside sales KPIs.
• Champion the standardized use of our ERP within the sales department.
• Assist with sales reporting and analysis.
• Train and support the sales team on how to fully utilize our ERP system.
• Oversee ERP customer data capture to ensure accurate and complete information.
• Create and curate call lists for the inside sales team.
• Analyze call reports to identify areas for improvement in sales techniques.
• Data mine retailer databases to identify sales opportunities.
• Willing to learn and become proficient in all inside sales functions

Qualifications:

• Minimum 3-5 years of experience in a customer service leadership role.
• Proven track record of success in exceeding customer satisfaction goals.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Proficiency in Microsoft Office Suite.
• Experience with customer service software a plus.
• Additional Qualifications:
• Working knowledge of sales operations and KPIs.
• Experience with ERP systems

About Tifosi Optics

Tifosi Optics is an eyewear brand that stands for quality, style, function, and value. With the support and passion of our partners and customers, Tifosi has grown to become a recognized, relevant, and trusted brand in cycling, running, outdoor and golf.