What are the responsibilities and job description for the Customer Service Manager position at Gemberry?
Customer Service Manager
We’re Looking to Hire Immediately!
We are a close-knit, family-owned business looking for a Customer Service Manager to take full ownership of our customer service department.
This is not a position managing a team of employees. Instead, we’re looking for someone who wants to take control of the department, improve the way it operates, and make a meaningful impact on our business every day.
If you enjoy solving problems, creating organization, improving procedures, and finding better ways to do things, this could be the perfect opportunity for you.
Most customer communication is handled through phone and email, so we’re looking for someone who is comfortable managing a high volume of customer interactions while providing professional, friendly, and solution-focused service.
Our office is small, supportive, and team-oriented, where everyone’s contributions matter. We value people who take initiative, enjoy improving processes, and want the opportunity to make a real difference.
What You’ll Be Responsible For
- Taking full ownership of the day-to-day customer service department
- Providing exceptional customer support through phone and email
- Resolving customer concerns and escalated situations professionally and confidently
- Identifying opportunities to improve procedures and workflows
- Creating efficient systems that improve organization and consistency
- Continuously looking for ways to improve the customer experience
- Working directly with ownership to improve daily operations
- Following through on customer issues until they are completely resolved
What Success Looks Like
Success in this role means the department runs smoothly, customers receive exceptional service, procedures continue to improve, and ownership knows this important part of the business is being handled with care, professionalism, and initiative.
You’ll have the opportunity to evaluate current processes, recommend improvements, and implement better ways of doing things. We value people who think ahead, solve problems, and leave things better than they found them.
Who Excels in This Role
The ideal candidate naturally takes ownership and doesn’t wait to be told what needs to be done.
You enjoy creating organization, improving systems, solving problems, and finding more efficient ways to accomplish everyday tasks. You’re comfortable making decisions, working independently, and taking responsibility for results.
This role is ideal for someone who enjoys improving processes and taking initiative—not someone who’s simply looking to complete assigned tasks.
What We’re Looking For
- 3 years of customer service experience
- Experience improving customer service processes or procedures
- Experience handling customer communication through both phone and email
- Strong problem-solving and decision-making skills
- Experience resolving customer concerns with professionalism and confidence
- Skilled at de-escalating difficult situations and finding practical solutions
- Highly organized with excellent time-management skills
- Able to work independently with minimal supervision
- Comfortable learning new software and adapting to new systems
- Reliable, detail-oriented, and follows through on responsibilities
- Values teamwork and enjoys working in a collaborative, small-office environment
- Local candidates preferred for easier in-person availability
What We Offer
- A supportive, family-owned work environment
- A small office where your ideas and contributions truly matter
- The opportunity to take ownership of an important part of our business
- The autonomy to improve procedures and implement better ways of doing things
- A position where your work has a direct impact on our customers and the success of our business
Ready to Join Our Team?
If you’re looking for more than a traditional customer service position and want the opportunity to take ownership, improve processes, and make a meaningful impact, we’d love to hear from you.
Please apply directly through Indeed. To help us manage the hiring process efficiently, please do not call or email the store regarding this position.
Pay: $22.00 - $30.00 per hour
Application Question(s):
- Have you ever improved a customer service process, procedure, or workflow?
- Have you professionally handled customer communication through both phone and email?
- Have you independently resolved escalated customer issues?
- Are you comfortable using AI tools such as ChatGPT, Claude , or similar technology?
Experience:
- Customer service: 3 years (Required)
Shift availability:
- Day Shift (Required)
Ability to Commute:
- Township of Jackson, NJ 08527 (Required)
Work Location: In person
Salary : $22 - $30