Customer Service & Returns Center Manager

Murdoch's Ranch & Home Supply•Fort Collins, CO

1d•$58,000 - $60,000

About The Position

The Customer Service and Returns Center Manager is responsible for leading and developing a high- performing customer service team that represents Murdoch’s commitment to exceptional customer experiences. This role oversees daily customer service operations and return center order processing while serving as a key liaison between customers, fulfillment teams, and internal partners. The Manager drives continuous improvement of processes, policies, and service standards, while remaining actively involved in day-to-day operations to ensure efficiency, consistency, and customer satisfaction.

Requirements

Demonstrated excellence in customer service with the ability to deliver positive, solution-focused experiences.
Proven ability to coach, mentor, and develop team members to build engagement and performance.
Proficiency in Microsoft Office applications, with solid technical aptitude and troubleshooting skills.
Ability to effectively multi-task and prioritize work in a fast-paced, evolving environment.
Strong written, verbal, and interpersonal communication skills.
Self-motivated, resourceful, and capable of working independently with minimal supervision.
Positive, team-oriented mindset with a collaborative approach to problem-solving.
Ability to empathize with customers and store associates to support effective issue resolution.
Sitting for long periods of time.
Repetitive wrist movements on keyboard.
Close vision for PC work.
Bending, carrying, and pushing.
Ability to lift up to 50lbs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Responsibilities

Lead and manage daily customer service and return center operations, ensuring a consistent, high-quality customer experience across all channels.
Partner with the eCommerce Operations Manager & Specialist to resolve escalated customer issues and complaints promptly and effectively.
Investigate, respond to, and follow up on customer concerns to ensure timely resolution and customer satisfaction.
Develop, implement, and continuously improve customer service and return procedures, policies, and standards aligned with company values.
Actively support the team by assisting with phone calls and customer chats as needed throughout the day.
Recruit, train, coach, and mentor customer service and returns specialists to build a high-performing, engaged team.
Oversee and enhance returns processing workflows to ensure accuracy, efficiency, and timely completion that meets customer expectations.
Review customer calls and chats to ensure service consistency, quality standards, and coaching opportunities.
Analyze call center volume and performance metrics to maintain effective staffing schedules based on demand.
Serve as a liaison between customers, store locations, and internal teams to resolve issues and support store and company goals.
Collaborate cross-functionally with the Murdochs.com team to drive customer satisfaction and operational success.
Perform additional duties as assigned to support business needs.

Benefits

Amazing Employee Discount on everything from clothes to power tools to pet food.
Multiple Health Insurance options to best suit your needs after 60 days.
Dental & Vision options to complete your health plan.
Life Insurance to secure your family’s financial future.
Paid Vacation allows you to relax and recharge.
Holiday Pay throughout the year so you can celebrate with your family.
Paid Sick Time empowers you to stay home and focus on your health without losing pay.
401(k) with a generous 4% company match to help plan for retirement.
Paid Parental Leave to take time to bond with your family’s new addition.
Community Giving Program matches your donations and provides paid volunteer hours.
Wellness Program saves you money by lowering medical premiums with credits earned.
Training Program helps you expand your knowledge and skills with over 250 courses.
Other various Voluntary Insurance Options.