What are the responsibilities and job description for the Customer Service Manager position at Tmat Products?
Company Overview
Tmat Products, LLC is a consumer goods company based in Mustang, OK, specializing in made-in-America products sold primarily through e-commerce platforms like Shopify and Amazon.
Job Overview
The Customer Service Manager is responsible for overseeing both the customer experience and order fulfillment operations. This role ensures that customers receive accurate, timely, and high-quality service—from initial inquiry through final delivery.
This position bridges customer service and operations, managing support channels while also optimizing order processing, shipping accuracy, and fulfillment efficiency. The ideal candidate is both customer-focused and operationally strong, with the ability to build scalable systems that support growth.
Key Responsibilities
Customer Experience Management
- Oversee all customer communication channels (phone, email, chat, and social media).
- Ensure fast response times and high-quality, brand-aligned communication.
- Manage escalations and resolve complex customer issues efficiently.
- Develop and maintain service standards, KPIs, and reporting (CSAT, response time, resolution time).
- Identify recurring issues and implement long-term solutions.
- Act as the voice of the customer to improve products and processes.
Qualifications
- Must be able to lift 50 lbs.
- 3-5 years proven experience managing customer service teams.
- Strong leadership and organizational skills with the ability to manage multiple functions.
- Experience with order fulfillment, logistics, or warehouse operations.
- Data-driven mindset with the ability to track and improve performance metrics.
- Strong problem-solving skills and attention to detail.
- Mandatory overtime and some weekends/holidays.
Preferred Skills
- Experience with e-commerce platforms (Shopify, Amazon Seller Central).
- Familiarity with CRM systems, helpdesk tools, and order management systems.
- Background in process improvement, automation, or systems implementation.
- Ability to adapt communication style across customers, team members, and leadership.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
Salary : $60,000 - $70,000