Adams Customer Service Manager - Deep River

Bozzuto's Inc.•Deep River, CT

About The Position

The Customer Service Manager leads and oversees the customer service team to ensure exceptional service delivery and customer satisfaction. The role analyzes customer feedback to drive continuous improvement and enhance the overall customer experience. The manager develops customer service policies, procedures, strategies, and standards; monitors team performance and customer interactions; resolves escalated issues; and collaborates with other teams to provide a seamless customer experience. The position includes scheduling personnel to meet customer demand within company budgets, adhering to safety standards, and performing other duties assigned by leadership. The role involves a 45-hour work week, flexibility to work various shifts as needed—including evenings, weekends, and holidays—and 25% travel. Work may take place in varying temperature-controlled environments. Physical demands may include lifting up to 80–85 pounds; standing, bending, lifting, and twisting for up to 90% of a shift; frequently lifting product from floor level to overhead; and standing or walking at least 10 hours daily.

Requirements

Strong communication skills and the ability to communicate clearly and effectively with peers and leaders daily.
Organizational skills, including the ability to fulfill customer orders in a timely manner, prioritize work, and meet deadlines.
Ability to work independently and as part of a team to ensure customers receive orders on time and with high quality.
Ability to maintain integrity and high standards in product handling.
Ability to maintain and drive safety policies and accountability for safe practices throughout the shift.
Ability to lift up to 80–85 pounds; stand, bend, lift, and twist for up to 90% of a shift; frequently lift product from floor level to overhead; and stand or walk at least 10 hours daily.
Ability to work in varying temperature-controlled environments.
Flexibility to work various shifts as needed, including evenings, weekends, and holidays.
Ability to travel 25%.

Nice To Haves

Two years of retail or customer service experience.

Responsibilities

Manage day-to-day operations and develop and implement customer service policies and procedures.
Conduct regular team meetings and performance evaluations, and provide customer feedback.
Develop and implement a customer strategy aligned with company values and goals.
Monitor industry trends and best practices to improve customer service.
Establish clear service standards and guidelines consistent with exceptional customer service.
Monitor and analyze customer interactions, identify improvement areas, and implement corrective actions.
Streamline processes to optimize efficiency and productivity while maintaining high-quality service.
Resolve escalated customer issues and complaints in a timely manner to support customer satisfaction and retention.
Foster positive relationships with key customers and proactively address their concerns.
Collaborate with cross-functional teams to ensure a seamless customer experience across touchpoints.
Generate regular reports on team performance, customer feedback, and trends, and present findings to senior management.
Schedule personnel to meet customer demand while maintaining company budgets.
Adhere to company safety standards.
Perform other duties as assigned by leadership.