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Customer Service Manager

We are a fast-growing eCommerce car audio and electronics company selling across multiple online channels, as well as direct to dealers and local retail customers.

We are looking for a strong leader to help manage our customer service team, maintain daily operations, and ensure our customers receive a high level of support across all channels.

Pay:
$40,000 - $50,000 per year salary

Position Overview

The Customer Service Manager is responsible for overseeing the daily performance of the Customer Service team and helping ensure all core tasks are completed accurately and on time. This role is focused on leadership, accountability, customer issue resolution, and supporting the overall customer experience.

This position also serves as a point of escalation for more complex customer situations and helps manage claims, returns, cancellations, team performance, and communication across selling channels.

Responsibilities

• Hold Customer Service Representatives accountable to daily responsibilities
• Review missed calls and voicemails each morning
• Monitor selling channels for negative reviews and work to resolve or remove them when appropriate
• Handle customer-related claims including shipping loss, shipping damage, warranty-related issues, chargebacks, and item not received cases
• Respond to tickets and assist with incoming phone calls when necessary
• Oversee responses to social media messages and comments across platforms including Facebook, Instagram, TikTok, and YouTube
• Manage the return process, including initial RMA communication and refund processing once items are received back
• Review and process customer cancellation requests
• Step in to de-escalate situations that Customer Service Representatives are unable to resolve
• Track retail sales performance of Customer Service Representatives and report sales to the Office Manager and owner
• Assign additional tasks as needed by company leadership
• Conduct weekly and monthly meetings with the Customer Service team

What We’re Looking For

• Leadership experience
• Ability to manage and support a team of Customer Service Representatives
• Strong customer service and problem-solving skills
• Ability to evaluate customer issues and resolve them professionally
• Ability to organize, assign, and delegate tasks appropriately
• Ability to work effectively in a fast-paced, team-oriented environment
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Comfortable using computer systems and learning new software programs
• Working knowledge of QuickBooks and Microsoft Excel

Benefits (Available After 60 Days)

• Health Insurance (company pays 80%)
• Free Dental
• Free Vision
• Free Life Insurance (company paid)
• Paid Time Off
• Employee Discount
• 401(k)

Schedule

• Monday to Friday: 7:30 AM - 5:00 PM
• 30-minute lunch
• (2) paid 10-minute breaks

Requirements

• Customer Service experience (2+ years required)
• Management experience (2+ years required)
• QuickBooks experience (preferred)
• Microsoft Excel experience (preferred)
• Typing skills (2+ years required)
• Communication skills (2+ years required)
• Basic computer operations (2+ years required)

Language Requirements

• English (required)

Additional Information

• Job Type: Full-time
• Location: On-site
• Paid Training: Yes

Apply Now

Please complete the application form below and include the position you are applying for.