CUSTOMER SERVICE DEPARTMENT MANAGER (TULSA/FT) Safety Sensitive - Driving

Mathis Home•Tulsa, OK

11d•Onsite

About The Position

The Customer Service Department Manager will oversee daily customer service operations, ensuring seamless interactions across email, phone, and online platforms. This role involves managing and responding to customer inquiries, handling escalated concerns, and providing consumer feedback to improve customer experience and internal processes. The manager will also collaborate with sales, logistics, and warehouse teams to drive conversions and ensure smooth order fulfillment. Additionally, the position involves managing, training, and supervising customer service representatives, coordinating team schedules, and approving timecards.

Requirements

Utilize customer service software such as, G-Suite, FedEx, and UPS WorldShip (experience with these platforms is a plus).
Solid understanding of sales processes and a customer-first approach.
Exceptional follow-up skills to ensure customer satisfaction.
A proactive problem-solver with a strong sense of ownership and accountability.
Relationship-building skills to foster long-term customer loyalty.
An assertive, motivated self-starter with a positive and team-oriented attitude.
High school graduates or Bachelor's degree and/or combination of education and related work experience.
Ability to thrive in a fast-paced environment and work with diverse personality types.
Adapting to Change- Readily adapts to change and motivates personnel to take responsibility for adapting to and executing change.
Planned and Organized Decision Making- makes empowered decisions within their area with the best interest of the company in mind.
Delivering Results Safety- Maintaining a high level of commitment to personally getting things done in their area.
Team Player- Coordinates all team resources to accomplish goals and objectives.
Excellent communications skills and ability to work in cross-functional teams.
Proven experience in customer service management (furniture industry experience preferred).
Strong ability to effectively manage people, time, and multiple priorities in a dynamic setting.
Excellent verbal and written communication skills for professional customer interactions.
Must be at least 21 years of age with a valid Driver’s license with no more than 2 traffic violations or 1 chargeable accident within the past three years.

Nice To Haves

Experience with G-Suite, FedEx, and UPS WorldShip is a plus.
Furniture industry experience preferred.

Responsibilities

Oversee daily customer service operations, ensuring seamless interactions across email, phone, and online platforms.
Manage and respond to multiple customer inquiries via email and phone, providing timely and accurate information.
Handle escalated customer concerns and resolve issues with professionalism and efficiency.
Provide consumer feedback and insights to improve customer experience and internal processes.
Work closely with the sales team to assist online customers and help drive conversions.
Confirm and follow up on orders, ensuring accurate processing and communication.
Maintain customer relationships through excellent follow-up and problem-solving skills.
Manage, train and supervise customer service representatives, fostering a supportive and high-performing team.
Collaborate with logistics and warehouse teams to ensure smooth order fulfillment and delivery processes.
Evaluate and coordinate team schedules.
Review and approve employees’ timecards.