Customer Service Manager

Job Overview
We are large chocolate company with a large production facility located in Boulder. We’re looking for an experienced Customer Service Manager to join our team.

The Customer Service Manager oversees all customer interactions and online sales experience, ensuring a seamless experience from inquiry to delivery. This role manages customer service for both online and in-store retail consumers and B2B/Small wholesale customers, maintains accurate website product listings and content, processes and monitors website orders, and keeps inventory availability up to date. This role is the primary point of contact for customers and is responsible for ensuring a positive experience in all interactions. This role requires a high standard of professionalism, exceptional communication, strong prioritization and organizational skills, attention to detail, and a solid understanding of e-commerce platforms and order fulfillment processes.

Eligibility Requirements:

Must meet the following requirements to be eligible to apply for this position

• 3 years of experience in customer service, e-commerce, or retail operations.
• Strong understanding of Microsoft Office and online store platforms (e.g., Shopify, WooCommerce, or similar).
• Working knowledge of e-commerce strategies that drive sales and customer engagement.
• Exceptional customer service and communication skills (in-person, phone, and in writing).
• Organized and detail-oriented; able to manage multiple tasks independently.
• Familiar with order processing, inventory tracking, and basic website content management.
• Problem-solver who can think ahead and improve processes over time.
• Strong multi-tasking skills and ability to handle multiple priorities in a dynamic environment.
• Experience in managing others, in formal or informal reporting arrangements.
• Basic analytical and Excel skills (summarize data, create forms, etc.)

Education & Experience

• Associate’s degree or three years of related administrative, customer service experience, and e-commerce required.
• Food industry or consumer packaged goods (CPG) experience preferred.
• Experience in previous customer service roles, a plus.

This job description is not intended to detail every aspect of the job or list every task to be performed. It is provided as a general overview of the responsibilities and skills an employee should possess to successfully perform the essential functions of this job.

Chocolove is an equal opportunity employer

* Search Firms and Recruiters:
Chocolove is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails.

Job Type: Full-time

Pay: $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off

Duties

• Lead and supervise the customer service team to ensure high-quality service delivery.
• Oversee daily store operations, including shift management, inventory control, and POS transactions.
• Develop and implement employee orientation, training, and development programs to enhance team performance.
• Manage recruiting efforts, conduct interviewing processes, and onboard new staff members.
• Handle employee payroll, bookkeeping, and administrative tasks related to store management.
• Monitor inventory levels, assist with purchasing decisions, and manage stock merchandising and stocking procedures.
• Ensure accurate pricing strategies and conduct retail math calculations for sales analysis.
• Oversee marketing initiatives to promote store products and services.
• Maintain excellent communication with staff and customers via phone etiquette and interpersonal skills.
• Supervise cash handling procedures, cashiering activities, and sales management to meet sales targets.
• Implement merchandising strategies to optimize product placement and store presentation.
• Manage budget planning, inventory management systems, and overall store organization.

Requirements

• Proven management experience in retail or customer service environments; supervisory or assistant manager experience preferred.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication skills—bilingual or multilingual abilities are a plus.
• Proficiency in POS systems, retail sales software, bookkeeping, payroll processing, and inventory management tools.
• Demonstrated expertise in negotiation, purchasing, pricing strategies, and sales management.
• Experience in training & development programs as well as marketing initiatives within a retail setting.
• Strong organizational skills with attention to detail in stock control, cash handling, and administrative tasks.
• Ability to handle multiple responsibilities efficiently through effective time management.
• Knowledge of retail math, budgeting principles, merchandising techniques, and store operations.
• Exceptional phone etiquette and customer service skills with a focus on enhancing customer satisfaction. This role is ideal for a proactive leader passionate about delivering outstanding customer experiences while managing all aspects of retail store operations effectively.

Job Type: Full-time

Pay: $29.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• E-commerce: 3 years (Preferred)
• Customer service: 3 years (Required)
• Shopify: 1 year (Required)

Language:

• English (Required)

Ability to Commute:

• Boulder, CO 80301 (Required)

Work Location: In person

Salary : $29