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Manager, Customer Service

Company: Annie Selke
Location: Pittsfield
Posted on: May 15, 2022

Job Description:

We're excited to be looking for a Customer Service Manager to join our rapidly growing team in Pittsfield, MA. Reporting to our Sr. Manager, Sales Operations, you will manage the activities of Customer Services staff for optimal order management and customer satisfaction levels to include assigning responsibilities, monitoring, training, evaluate and coach for performance, goal setting and motivation. The perfect candidate for this role will have strong leadership skills and a customer service background! How will you support the team?

  • Communicating departmental and company developments.
  • Execute formal training programs to include systems and product knowledge.
  • Daily support and guidance of Customer Service Representative Team members.
  • Work closely with Sr. Manager, Sales Operations, to continue growth and success of Customer Service Department the team.
  • Identify strengths and opportunities within the Department, enabling the team to achieve greater efficiency.
  • Oversee daily workflow with the Customer Service Team.
  • Successfully manage customer inquires ensuring they receive the proper communication and that gathered information/findings are shared with pertinent stakeholders.
  • Manage Department schedules via shared calendar, as well as holiday season scheduling.
  • Execute promotional sales programs such as up selling, cross selling.
  • Work with warehouse to coordinate execution of efficient and reliable customer order execution and to resolve escalated customer issues in a timely manner.
  • Communicate with Manager and other Departments as needed to solve ongoing issues and raise awareness of needed improvements.
  • Partner with the Sr, Manager, Sales Operations, and HR in employee related areas such as, interviewing, disciplinary actions, and employee relations as required. We're looking for someone with...
    • Bachelor's degree and/or 5+years Supervisory or Management experience
    • Strong problem solving skills
    • Excellent organizational and time management skills
    • Strong Microsoft Office skills, particularly Excel
    • Excellent written and verbal communication skills
    • Ability to stay calm in stressful situations
    • Excellent interpersonal, problem-solving and leadership skills
    • Excellent understanding of technology, software applications and computer systems
    • Background with call center and phone systems operations preferred Why join us?
      • Our team is made up of sociable, fun, creative, and passionate people -- who are driven and great at what they do.
      • We work hard, but have fun as well. We have a pet friendly office and biweekly Summer BBQs to bring the team together.
      • We're growing rapidly, so we've got tons of exciting growth opportunities for our amazingly talented team. We always look internally first.
      • The usual items you'd expect - your choice of two options for medical care subsidized 70% by the company, dental, vision, a company matching 401 (k) plan at 4%, employee discounts, fun team events, and much more. About The Annie Selke Companies The Annie Selke Companies have achieved continuous success since our beginning in 1994. We believe your home should make you happy. The best way to achieve that happiness is by surrounding yourself with people, pets, and amazing products. For over 20 years, we've created bedding, rugs, sleepwear, and home furnishings for you (and us) to love - stylish pieces that stand out and stand the test of time. Come join us in Bringing Happy Home Requirements:

Keywords: Annie Selke, Pittsfield , Manager, Customer Service, Hospitality & Tourism , Pittsfield, Massachusetts

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