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Customer Service Manager

Sales & Marketing | Akron, OH | Full Time

Job Description

Customer Service Manager

 

Position Statement:

  • The Customer Service Manager will be a customer champion within our US organization who is captain of all things related to servicing the end users of our products.

Job Description  

  • Answer customer calls, texts, and emails.  
  • Assign and track follow up on key issues and escalations
  • Serve as customer service champion and take the lead in creating processes and content that drive down the cost per contact
  • Provide a direct line of communication to key stakeholders and provide critical insights that inform decisions affecting the business
  • Supervise the creation of responses and answers posted online through Bazaar Voice and other customer platforms
  • Manage all moments of truth by creating and executing best practices for all places where customers interact with us. For example, lead the creation of FAQ’s for all our brand websites that allow customers to access helpful information 24/7
  • Act as the management intermediary who handles complex contacts to prevent escalation to upper management
  • Measure and mine all contact data (e.g., Help Scout) to identify opportunities to create content that reduces costly live contacts. Seek to move information seekers to the web, making CSR’s more available to assist customers that require live assistance
  • Monitor and report on warranty claims and common quality issues that need to be addressed by our QA staff and manufacturing
  • Assist in creation of content for outbound email marketing that proactively reaches customers with information that improves their product experience and reduces potential live contacts
  • Act as the primary customer service contact for our private and licensed brands. Where applicable, assure that SLA’s are being met
  • Hire and manage additional CSR’s as it becomes necessary

 

Requirements:

  • Bachelor’s Degree
  • 1-3 years’ experience in a Customer Support/Advocacy role preferably in a retail or manufacturer / brand owner setting
  • Good business acumen with a proven ability to understand business priorities
  • Strong interpersonal skills with the ability to build very good working relationships with managers, coworkers, and customers.
  • Ability to plan and organize when priorities are changing due to business need
  • Demonstrate confidence and understanding during stressful situations
  • Demonstrated ability to effectively develop people and lead a team
  • Must be a self-starter dedicated to continuous improvement
  • Proficient in Microsoft Word, Excel, customer service  
  • Understanding of retail or manufacturing settings