Customer Service ManagerThis is a Hybrid on-site position In Jacksonville, FL Responsibilities:
- Lead and manage the customer service team to ensure timely and accurate quote and order entry processing.
- Develop andimplement customer service strategies to deliver an excellent customer experience and enhance customer retention.
- Serve as the primary point of escalation for the customer service team, addressing issues and resolving challenges promptly.
- Collaborate with cross-functional teams to drive continuous improvement while ensuring customer commitments and service standards are met, with a focus on enhancing operational efficiency.
- Utilize existing technology to establish workflows and streamline internal and external communication processes to drive customer satisfaction.
- Optimize sales operations processes, practices, and policies to improve both customer satisfaction and employee productivity.
- Analyze customer account performance data, take action, and measure results to support informed decision-making.
- Stay updated on product offerings, promotions, and company policies to effectively manage and oversee client accounts.
Qualifications:
- Bachelor's degree in business administration, marketing, or a related field preferred.
- Minimum of 5 years of experience in customer service, account management, or operations management, preferably in a customer-focused industry.
- Proven experience in sales operations or customer service leadership, with a track record of managing teams.
- Strong understanding of customer service principles and practices.
- Excellent organizational and multitasking skills with great attention to detail.
- Proficient in CRM software, ERP platforms, and Microsoft Office Suite.
- Outstanding communication and interpersonal skills.
- Ability to analyze data and develop actionable insights to improve service delivery.
- Familiarity with the furniture or retail industry is a plus.
Supervision and Staffing:
- Oversee the preparation and delivery of quotations, orders, and invoices, coaching team members on identifying and tracking opportunities for continuous improvement.
- Train, mentor, and evaluate customer service staff to foster a high-performing team environment.
- Manage performance and development through formal and informal performance management, including regular coaching, feedback, and training.
- Collaborate with Talent Acquisition to forecast staffing needs, recruit, select, and onboard qualified and diverse talent.
- Lead employee engagement efforts, implementing action plans to improve culture, engagement, and collaboration.
Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law. Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.Contact information Matthew Barnes