Customer Service Manager

Cornerstone Executive Search • Ponca City, OK, US

19 hours ago

Job type

Full-time

Job description

The Organization :

Garaga is a leading manufacturer of high-quality residential, commercial, and industrial garage doors, proudly serving customers from its Ponca City, Oklahoma facility. Known for exceptional craftsmanship and innovative design, Garaga delivers durable, energy-efficient doors that combine superior performance with stylish aesthetics.

With a strong focus on reliability and customer satisfaction, the Ponca City team supports distributors, contractors, and homeowners across the region, offering a wide range of customizable solutions to meet diverse needs. Backed by decades of industry expertise and a commitment to continuous improvement, Garaga stands out as a trusted partner for garage door systems that are built to last and designed to impress.

The Opportunity :

The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations.

Essential Job Functions :

Recruiting, hiring, and training new customer service representatives,
Researching strategies to further improve the customer experience.
Developing standards and procedures
Documenting customer service discussions and actions
Maintaining accurate records and files of documentation
Provide sales goals and encouragement to achieve goals.
Managing budget and expenses
Setting and maintaining all customer service procedures and policies
Addressing returns, refunds, credits, and shipping tracking numbers
Recording, organizing, and filing customer interactions and profile / account changes.
Providing resources for quality customer service
Implementing customer service strategies to improve quality of service.
Addressing and resolving team and customer conflicts
Anticipating and resolving customer service issues
Maintaining a professional workspace and workflow; evaluating representative performance

Requirements / Skills :

Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner

Able to multitask, prioritize, and manage time efficiently

Encouraging to team and staff; able to mentor and lead

Able to analyze data and sales statistics and translate results into better solutions

Excellent verbal and written communication skills

Self-motivated and self-directed

Comfortable in both a leadership and team-player role

Creative problem solver who thrives when presented with a challenge.

Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles / accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.

Excellent time management and prioritization skills.

Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and

Customer focused for a positive customer experience and resolution

Qualifications :

Bachelor’s degree in business administration, business, or related field

5+ years’ experience in customer support, client services, sales, or a related field

Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience

Physical Demands :

Occasionally walk the manufacturing floor for familiarity of product and processes

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Customer Service Manager • Ponca City, OK, US