Customer Service Manager

We are looking for a Customer Service Manager that thrives in a fast-paced environment. The candidate will oversee the Customer Service Team that handles customer inquiries via emails and phone calls.

The ideal candidate will be a hard-working professional, with a strong work ethic, experienced in managing a small team, while undertaking a variety of office support tasks, working diligently under pressure. The person we are looking for will be comfortable working with a high degree of attention to detail and communicating effectively with your team and with the public via phone calls and emails.

The candidates' role will include overseeing various office duties such as printing documents, restocking office supplies, handling cancelations etc. The candidate will also assist in managing the team responsible for ensuring all Order Preparations are completed accurately and delivered with high quality, meeting daily deadlines. The candidate will oversee and assist the Customer Service Team with answering customer questions related to products as well as handling order specific inquiries.

The candidate should be a self-starter, independent thinker, with strong communication skills both verbal and written, capable of consistently achieving results in a fast-paced, constantly evolving environment. We are looking for a highly motivated individual who is extremely well organized, proactive and reliable as well as values being part of a small team.

Essential Duties and Responsibilities (including, but not limited to):

• Ensure that the high volume of e-commerce orders are processed by the team each day
• Supervise the work of the office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems
• Collaborate with management teams to stay updated and inform the team on new products, services, and policies
• Solve challenges by gathering information, evaluating possible solutions and presenting options
• Effectively and efficiently answer customer questions and concerns via phone and email
• Resolve customer complaints or answer customers' questions regarding policies and procedures
• Responsible for additional tasks as assigned/needed

Requirements:

• Bachelor’s Degree in relevant field preferred
• A minimum of 4 years of proven experience in a customer service position
• Previous management experience required
• Fluent in both English and Spanish preferred
• Thorough understanding of management practices and techniques
• Well-organized, detail-oriented and possess high-level problem-solving skills
• Highly motivated, goal-oriented, self-starter, team-player, flexible to the workload
• High degree of initiative, team building, and dedication to effective positive change
• Analytical abilities and aptitude in problem-solving
• Ability to meet timelines with accuracy
• Excellent organizational and time management skills
• Outstanding communication skills, oral and written
• Comfortable working with numbers and fractions
• Ability to effectively resolve customer concerns/complaints with understanding and patience
• Possess reliability, commitment, integrity, and initiative
• Ability to multi-task, prioritize, and manage time effectively
• Positive ‘can-do’ attitude in achieving results / no task 'too small or big' mentality
• Ability to remain calm under pressure
• Ability to be resourceful and proactive in dealing with issues that may arise internally and externally
• Must feel confident working alone as well as within a team

Job Type: Full-time

Pay: Based on level of experience - minimum $28.00 per hour 

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Education:

• Bachelor's (Preferred)

Experience:

• Management: minimum 2 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person