Position Title: Customer Service Manager
Report to: Director of Sales
Location: Chantilly, Virginia
Status: Full time, Direct hire, Exempt

POSITION SUMMARY

  • Manage, lead, train and direct the Customer Service Team
  • Responsible for performance management and hiring of new employees within the Customer Service Department
  • Oversee and actively analyze open order reports to best meet or exceed sales targets
  • Manage and grow the relationship with the third party call center
  • Develop the Customer Service Specialist role to best service wholesale customers, retail customers and sales representatives
  • Analyze current metrics, policies, strategies and processes in order to recommend and implement changes when necessary
  • Ensure adherence to the company’s customer support standards and establish and adapt training related to sales support programs
  • Develop relationships with outside sales representatives to serve as a liaison with the Sales Department and Customer Service Team
  • Assist Customer Service Specialists with inquiries related to customers, policies and systems
  • Assist with implementing best practices for the Customer Service Department
  • Verify accuracy of information in the database
  • Manage difficult situations that are escalated from the Customer Service Specialists
  • Work closely with E-Commerce to ensure customer satisfaction from website inquiries and sales

QUALIFICATIONS SUMMARY

  • Minimum five years Customer Support experience in an office setting or call center
  • Minimum two years supervisory experience that includes managing, leading, coaching and mentoring employees
  • Experience serving as a liaison with other departments to achieve goals
  • Working knowledge of customer service software, databases and tools (CRM experience)
  • Excellent leadership, communication and problem solving skills
  • Strong verbal and written communication skills with a high level of diplomacy
  • Demonstrated ability to evaluate and balance team and individual workloads through effective time management, prioritization, and  strong organizational skills
  • Ability to effectively prepare and present information and respond to questions from management, clients, and other employees of the organization
  • Bachelor’s Degree desired

Excellent benefits offered. Casual attire.  Salary is commensurate with experience, training and education.