What are the responsibilities and job description for the Senior Customer Service and Operations Manager position at Coastal Elite Pro?
Senior Customer Operations Manager will lead the Customer Service & Support team to deliver exceptional B2B customer service. The role drives continuous improvement in order management, escalations, and end-to-end issue resolution, ensuring a consistently high standard of customer experience.
Key Responsibilities
Key Responsibilities
- Manage and optimize customer service operations, including order handling and resolution workflows.
- Own escalations and complex issue management to ensure timely, accurate outcomes.
- Partner cross-functionally with Sales, Supply Chain, and Warehouse teams.
- Use data and performance insights to improve processes and increase operational efficiency.
- Collaborate to uphold a results-driven customer operations culture.
- Proven leadership experience in customer service or customer operations.
- Strong problem-solving and escalation management capabilities.
- Ability to analyze data and apply insights to process improvements.
- Excellent communication and cross-team collaboration skills.
- Customer-focused mindset with a continuous improvement approach.