What are the responsibilities and job description for the Customer Service Manager position at Tomahawk Power?
About Tomahawk Power
Based in San Diego, Tomahawk Power is a premier manufacturer and e-commerce distributor specializing in high-performance power equipment, heavy machinery, and replacement parts. We serve commercial contractors, tradespeople, and equipment rental teams nationwide.
We take pride in providing top-tier products back-to-back with exceptional support. We are looking for a hands-on, team-oriented Customer Support Manager to lead our tight-knit 2–3 person support team, streamline e-commerce service operations, and keep our customers powered up.
Role Summary
As our Customer Support Manager, you will balance leading a small team with actively stepping onto the front lines during high-volume periods. You will oversee customer communication across phone, email, and live-chat channels—focusing heavily on order status, LTL freight logistics, technical machinery inquiries, and warranty/parts returns.
This is a 100% In-Office position working directly alongside our inventory, warehouse, and operations teams in San Diego, CA. Standard hours are Monday through Friday, 8:00 AM to 4:30 PM PST, with occasional overtime or non-standard work hours required for management escalations.
Key Responsibilities
- Team Leadership & Coverage: Lead, mentor, and schedule a 2 to 3-person Customer Service team. Ensure full phone and ticket coverage during core hours.
- Escalations & Management: Step in to resolve complex customer issues, warranty claims, and freight damages. Serve as the point of contact for occasional urgent inquiries outside standard hours.
- E-Commerce Ticket Management: Oversee daily inbound customer tickets across Shopify, Amazon Seller Central, and Zendesk.
- Logistics & Order Tracking: Act as the primary liaison for order fulfillment, resolving freight shipping delays, damage claims, and LTL carrier issues.
- ERP & Inventory Coordination: Utilize NetSuite to check order statuses, verify stock, and process spare parts requests or warranty replacements.
- Returns & Hardware Handling: Coordinate return material authorizations (RMAs) and occasionally assist warehouse staff with physical returns inspection.
Qualifications & Requirements
Required:
- Experience: Minimum 2 years of direct supervisory or leadership experience managing customer support teams.
- E-Commerce Systems: Hands-on experience with Shopify, Amazon Seller Central, and Zendesk (or similar helpdesk ticketing platforms).
- ERP Proficiency: Prior experience working within NetSuite or a similar enterprise resource planning system.
- Physical Ability: Ability to lift up to 40 lbs to inspect returned hardware, parts, or small equipment in the warehouse when needed.
- Location & Schedule: Must reside in San Diego County, work 100% in-office (8:00 AM to 4:30 PM), and have flexibility for occasional overtime or after-hours escalations.
Preferred:
- Background in physical hardgoods, power equipment, hardware, industrial supplies, or automotive parts.
- Experience handling LTL freight claims and parcel shipping issues (UPS/FedEx).
Compensation & Benefits
- Hourly Pay: $29.00 to $35.00 / hour (DOE) Overtime Pay
- Health & Wellness: Health, Dental, and Vision Insurance
- Retirement: 401(k) Retirement Plan
- Time Off: Paid Time Off (PTO) and Paid Holidays
- Perks: Generous Employee Discount on equipment and parts
Pay: $58,044.48 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Application Question(s):
- How many years of direct supervisory or team management experience do you have? (Min 2 Years)
- Are you comfortably able to lift up to 40 lbs to assist with physical return inspections in the warehouse?
Ability to Commute:
- San Diego, CA 92121 (Required)
Work Location: In person
Salary : $58,044 - $70,000