What are the responsibilities and job description for the Customer Service Manager position at OneSource Sample?
Company Description OneSource Sample is a premier provider of integrated print, sampling, display, contract packaging, fulfillment, and retail support solutions for leading brands across diverse industries. The company combines custom product samples, commercial print, point-of-purchase displays, e-commerce fulfillment, logistics, and installation into a single, seamless partnership. With a strong emphasis on craftsmanship, innovation, responsiveness, and consistency, OneSource Sample helps clients turn ideas into impactful physical and digital experiences. The team focuses on simplifying the process from concept through completion, providing reliable, high-quality execution for every project.
Role Description The Customer Service Manager is a full-time, on-site role based in Dalton, GA. This role is responsible for leading the customer service team, setting performance expectations, and ensuring timely, accurate responses to client inquiries and requests. Day-to-day tasks include overseeing customer support activities, resolving escalated issues, monitoring service metrics, and implementing process improvements to enhance customer satisfaction. The Customer Service Manager will collaborate closely with operations, sales, and logistics teams to align service delivery with client requirements and project timelines. The role also includes training and mentoring team members, maintaining documentation of service procedures, and contributing to continuous improvement initiatives that support OneSource Sample’s commitment to quality and responsiveness.
Qualifications
Role Description The Customer Service Manager is a full-time, on-site role based in Dalton, GA. This role is responsible for leading the customer service team, setting performance expectations, and ensuring timely, accurate responses to client inquiries and requests. Day-to-day tasks include overseeing customer support activities, resolving escalated issues, monitoring service metrics, and implementing process improvements to enhance customer satisfaction. The Customer Service Manager will collaborate closely with operations, sales, and logistics teams to align service delivery with client requirements and project timelines. The role also includes training and mentoring team members, maintaining documentation of service procedures, and contributing to continuous improvement initiatives that support OneSource Sample’s commitment to quality and responsiveness.
Qualifications
- Customer-focused skills: ability to drive Customer Satisfaction through strong Customer Service Management and hands-on Customer Support.
- Analytical and problem-solving skills: ability to use Analytical Skills to interpret service metrics, identify trends, and develop actionable improvements.
- Communication skills: clear, professional Communication skills for interacting with clients, internal teams, and leadership.
- Leadership experience in customer service or related functions, including team supervision, coaching, and performance management.
- Experience in print, packaging, fulfillment, retail support, or a related industry is preferred.
- Proficiency with customer service software, CRM tools, and standard office applications.
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- Relevant education such as a bachelor’s degree in business, communications, or a related field, or equivalent professional experience.