Customer Service Manager

Atlanta West Carpets LLC • McDonough, GA

7h • Onsite

About The Position

The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure exceptional service delivery, operational efficiency, and alignment with company objectives. This role oversees personnel, service order processes, scheduling functions, escalations, and departmental metrics. Success in this role requires strong leadership, sound judgment, accountability, and the ability to drive results through others.

Requirements

• Bachelor’s degree preferred or equivalent experience.
• 5+ years of customer service, operations, or service management experience.
• 2+ years of direct people management experience.
• Strong leadership, communication, conflict resolution, and analytical skills.
• Proficiency in ERP, CRM, scheduling, and Microsoft Office systems.
• Builds professional working relationships.
• Communicates clearly and effectively.
• Demonstrates accountability and ownership.
• Exercises sound judgment and decision-making.
• Identifies and resolves operational challenges proactively.

Nice To Haves

• Industry experience in cabinetry, countertops, flooring, manufacturing, or construction preferred.

Responsibilities

• Directly manage, coach, and develop Customer Service Representatives and support staff.
• Establish departmental goals, service standards, and accountability expectations.
• Conduct performance evaluations, corrective action, coaching, and development planning.
• Participate in hiring, onboarding, promotions, disciplinary actions, and staffing decisions.
• Oversee all customer service workflows including service requests, scheduling, escalations, and warranty matters.
• Ensure service orders are completed accurately, timely, and in accordance with company standards.
• Analyze departmental KPIs including response times, backlog, closeout times, and customer satisfaction trends.
• Implement process improvements, standard operating procedures, and service enhancements.
• Manage labor efficiency, scheduling productivity, and vendor cost effectiveness.
• Collaborate with Sales, Production, Field Operations, and Leadership to improve service delivery.

Benefits

• Health Insurance (Medical, Prescription, Dental, and Vision)
• Life Insurance
• Paid Holidays and Time Off
• 401(k) Plan with company matching

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees