Job Title: Customer Service Manager
Company: Chaddock
Location: Morganton, North Carolina
Description: The customer service manager will lead and develop a team of 6 customer service representatives. This role is pivotal in enhancing the company’s customer experience, ensuring satisfaction, and maintaining its reputation for excellence. The ideal candidate will be a strategic thinker with a passion for customer service and team development. The person in this role will foster a positive and collaborative team culture that aligns with company values. They will also provide ongoing training and professional development to enhance team performance and product knowledge.
Client Services Tasks:
- Collaborate with Sales team on new orders relating to specific assigned territory
- Assist with quoting custom furniture
- Serve as primary point of contact for clients once an order is entered
- Develop strong personal relationships with each client to understand individual needs
- Respond to all emails within 24 hours
- Work cross-functionally with accounting and sales departments to process final payment on orders
Order Management Tasks:
- Gather pertinent information surrounding Client’s order – installation dates, details of project, limitations on due date, delivery preferences – and keep accurate records of all client interaction
- Monitor periodic order check points during production process, communicate with client regarding delays or changes to delivery date
- Utilize lead times to pro-actively communicate with clients frequently, anticipating potential issues or problems, and troubleshooting them in advance
- Understand client history as it relates to prior RA’s, shipping issues, delayed orders, to better serve client on current order
Warranty Tasks:
- Work with returns team to evaluate furniture issues
- Provide clients with solutions to warranty issues with urgency in a manner that favors the benefit of the client
- Acquire strong understanding of products including comprehension of construction, finish and distressing options, and custom capabilities
Qualifications:
- 3-5 years of proven management experience
Read the full job listing for more information