Customer Service Manager

Job Description

A well-established product company in La Mirada, California, is seeking a skilled and dedicated Customer Service Manager to join their team. The ideal candidate will excel at resolving customer issues, managing multiple tasks, and leading a department effectively. Strong experience with Zendesk , consumer goods, and e-commerce is essential, along with proficiency in setting up new standard operating procedures and managing teams. The role requires a tech-savvy, reliable professional who thrives in a fast-paced environment and is eager to deliver exceptional customer experiences.
Responsibilities:

• Prioritizes and solves customer issues
• Process returns
• Create clear reporting to track issues, returns, reviews, etc.
• Collaborate with other departments to ensure customers' needs are being met
• Ensures high standards of quality service are maintained at all times
• Delegate tasks when appropriate
• Ability to work under pressure, handle multiple projects
• Communicate effectively with team members
• Report product issues to the management team
• Comfortable working independently, making sound decisions
• Provide training and guidance to team members to improve customer service skills
• Stay updated on product knowledge and company policies to address customer inquiries accurately
• Identify opportunities to improve processes and enhance customer satisfaction
• Monitor customer feedback and trends to recommend improvements to products or services
• Maintain accurate records of all customer interactions and resolutions.

• Proven experience in customer service management
• Proficiency with Amazon Seller Central
• At least two years of experience using Zendesk or similar CRM software
• Background in a product manufacturing environment
• Strong multitasking abilities and attention to detail
• Excellent verbal and written communication skills
• Highly organized with the ability to prioritize effectively
• Proficient in Microsoft Word, Excel, and general computer skills
• Effective problem-solving skills with a solution-oriented mindset
• Comfortable working in a fast-paced, dynamic environment
• Experience setting up and implementing new standard operating procedures