What are the responsibilities and job description for the Customer Service Manager position at Abstrax Tech, Inc?
About Us
We are a family of scientists, farmers, and pioneers working toward the development of a modern, global industry. Our core value of Innovative Creativity is why Abstrax Tech, Inc. is a leading innovator of the sensorial experiences that shape the cannabis industry. We specialize in ingredient, processing, and formulation science, focusing on terpene research and its applications in flavor profiles, fragrance, and the discovery of new valuable molecules. Abstrax collaborates with established manufacturers to help advance the industry, working closely with some of the largest and fastest-growing brands to develop custom formulations for products like vape pens, concentrates, topicals, tinctures, alcohol, and more.
Position Summary
The Customer Service Manager serves as a vital link between the support team and the broader organization. This role is responsible for leading the daily operations of the customer service department, ensuring every customer interaction is delivered with empathy, efficiency, and consistency. Blending team leadership, process improvement, and hands-on customer engagement, the Customer Service Manager drives service excellence and strengthens customer loyalty across all touchpoints.
Responsibilities
- Managing and leading a team of customer service representatives, providing training, and coaching to ensure high-quality service.
- Monitoring team performance, setting customer service metrics, and analyzing data to inform service improvements.
- Handling complex customer inquiries or complaints that have been escalated from frontline staff.
- Developing and implementing customer service policies and procedures to standardize and improve service delivery.
- Collaborating with other departments to resolve customer issues and improve the overall customer experience.
- Ensuring customer service team has the necessary tools, resources, and information to effectively assist customers.
- Providing regular feedback to team members, conducting performance evaluations, and managing team schedules.
- Identifying training needs and opportunities for skill development within the customer service team.
- Participating in the recruitment and hiring process for new customer service team members.
- Keeping abreast of new product launches, company policies, and industry trends to provide accurate information to customers.
- Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.
- Acting as a customer advocate by providing feedback to the company on customer needs and experiences.
Qualifications
- 5 years of customer service management experience or equivalent experience
- Bachelor’s degree in a related field or equivalent experience
- Proven experience in people management & leading customer service teams
- Excellent communication, organizational, and problem-solving skills
- Able to work in a fast-paced environment
- Proficiency in Microsoft Office Suite
- Negotiation skills
- Patience, compassion and empathy
- Time management skills
- A passion for customer satisfaction
Preferred
- Leadership experience
- ERP and or CRM Experience
- EOS Management Systems experience
Work Environment
- Primarily an office environment with occasional exposure to warehouse conditions.
- Rare exposure to outdoor elements or fumes associated with distillation processes.
- Moderate noise level typical of a business office.
Physical Demands
- Occasionally required to lift or move up to 30 pounds.
- Sedentary work primarily involving sitting and extensive computer use.
- Occasional standing or walking.
Schedule
Monday- Friday 9am to 5:30pm
