Adams Customer Service Manager - Portland

Bozzuto's Inc.•Portland, CT

12d

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. It manages day-to-day operations, develops customer service policies and procedures, and establishes service standards aligned with company values and goals. The manager monitors customer interactions and industry trends, streamlines processes, resolves escalated issues, builds relationships with key customers, and collaborates with cross-functional teams. The role also generates performance and customer feedback reports for senior management, schedules personnel within company budgets, adheres to safety standards, and performs other duties as assigned by leadership. The position involves working in varying temperature-controlled environments and a 45-hour work week. Flexibility is required to work various shifts as needed, including evenings, weekends, and holidays. Compensation starts at $47,000, depending on experience.

Requirements

Preferred: Two years of retail or customer service experience.
Strong communication skills, including 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, and meet deadlines.
Ability to work independently and as part of a team to ensure customer orders are timely and high quality.
Ability to maintain integrity and high standards of product handling.
Ability to maintain and promote safety policies and accountability for safe practices throughout the shift.
May be required to lift up to 80–85 pounds.
Standing, bending, lifting, and twisting for up to 90% of the shift; frequently lifting product from floor level to overhead.
Ability to stand or walk at least 10 hours daily.
Ability to work in varying temperature-controlled environments and walk on concrete, tile, carpet, and other flooring.
Flexibility to work various shifts as needed, including evenings, weekends, and holidays.

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 areas for improvement, 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.