Customer Service Manager, Chaddock

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

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