Customer Service Manager

Customer Service Manager

Location : Grand Rapids, MI

Employment Type : Full-Time

Industry : Telecommunications / Consumer Electronics

Overview

We are seeking a dynamic and experienced Customer Service Manager to lead a growing team dedicated to delivering exceptional support for a nationwide customer base. This role is ideal for someone passionate about communication technology, customer satisfaction, and team leadership.

Key Responsibilities

Lead and manage the customer service team, ensuring high performance and accountability.

Develop and implement customer service policies, procedures, and standards to enhance customer experience.

Monitor and analyze customer service metrics to identify trends and areas for improvement.

Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.

Collaborate with sales, operations, and technical support teams to ensure seamless customer interactions.

Train, coach, and mentor team members to foster growth and maintain service excellence.

Oversee order processing, returns, and warranty claims to ensure timely resolution.

Utilize CRM and support platforms to track interactions and maintain accurate records.

Qualifications

2+ years of experience in customer service leadership, preferably in a product-based or tech-driven environment.

Strong interpersonal and communication skills, both written and verbal.

Proven ability to manage and motivate teams in a fast-paced setting.

Experience with CRM systems and customer support software.

Analytical mindset with a focus on continuous improvement.

Ability to work on-site in the Grand Rapids area.

Preferred Skills

Familiarity with consumer electronics.

Experience supporting e-commerce or direct-to-consumer operations.

Knowledge of logistics, shipping, and fulfillment processes.

What We Offer

Competitive salary and benefits package.

A collaborative, mission-driven work environment.

Opportunities for professional development and growth.

The chance to make a meaningful impact in a company serving hundreds of thousands of customers nationwide.

Salary $60,000-85,000k + Benefits and bonuses

Customer Service Manager

Customer Service Manager

Customer Service Manager

Customer Service Manager

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