Summary/Objective:

In this role, the Customer Service Manager is responsible for the processes and systems related to the servicing of customers and supports the Operational Team. This position would be responsible for the delivery of administrative and operational assistance, designed to promote revenue growth, productivity, drive continuous improvements, create above average service metrics and exceptional levels of customer satisfaction. They will be responsible for providing team members with the appropriate training and tools to direct and motivate their success.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop a deep understanding of customer’s current business, industry and supply chain.
• Develop a deep understanding of the company’s operation, organization, SOP’s and systems knowledge.
• Collaborate with other department managers and supervisors and prioritize collective efforts towards resolving customer issues
• Guide, coach and help develop skills and knowledge of Customer Service Team Supervisors, CSR’s and provides direction regarding team member focus on tasks and projects through day-to-day coaching
• Responsible to drive customer satisfaction by managing relationships with customers including responding to emails/phone calls and participants in customer meetings/visits
• Participates in development and execution of strategic planning for new customers, new items, new packaging or other organizational changes as they relate to Customer Service
• Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution.
• Ensure all project activities and deliverables are completed on-time, within scope and budget.
• Proactively manage resource plan to ensure resource availability and allocation.
• Point of escalation for Customers that require high-level escalation or project requests
• Capture and report data measuring Customer Service practice KPIs across departments.
• Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process
• Partners with Operational Team on business forecasting and KPI reporting so we always know where we are relative to our goals.
• Daily, weekly, monthly reporting for all of our key business units, down to the individual level.

• 
  Identify and resolve customer / carrier / vendor issues regarding daily transactional items.

• Other duties as assigned, duties may change at any time with or without prior notice.

Core Behaviors:

Demonstrate to comply with Custom Goods’ Core Behavior:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience

• Associates Degree preferred
• 5+ years related experience in a Customer Service supervisory role with experience in warehousing / distribution/ fulfillment/ 3PL environment
• 5+ yearss experience with managing people/ projects
• Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS)
• Knowledge of 3rd party shipping and distribution centers (Retail Routing)
• Advanced verbal, written, and electronic communication skills
• Takes initiative to complete tasks with urgency and accuracy. Detail-orientated with a strong ability to recognize parts and part numbers.
• Participates as a team player
• Ability to deal with fast-paced environment with a high volume of contacts on a consistent basis.
• Ability to multitask and coordinate multiple projects and customer relationships concurrently.
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
• Detail oriented with excellent follow-up practices.
• Must be able to be professional at all time and flexible with changing situations and adapt quickly to change.

AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.

This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.