Customer Service Manager

Job Overview We are seeking a dynamic and energetic Customer Service Manager to overseeing all customer service and warranty support operations, ensuring exceptional customer experience while driving efficient resolution of product and service-related issues. This position leads a team of customer service representatives, manages customer support center performance, and oversees warranty parts fulfillment and claims administration. The role serves as a critical link between customers, service providers, operations, quality, and supply chain functions to ensure timely and effective issue resolution while protecting customer satisfaction and brand reputation. Duties Ø Serve as a primary point of contact for customer inquiries related to product issues under FHI Ø Provide timely and effective responses to customer questions Ø Assure that customer problem solving is always done in a professional and effective manner. Ø Ensure adequate customer support coverage during peak seasons and periods of increased demand by providing direct operational assistance, allocating resources, and supporting order processing and customer service activities as needed. Ø Review order status to ensure that all orders are being shipped in a timely manner. Ø Work with customer service representatives to ensure warranty parts are set up and ordered accordingly. Ø Maintain in-depth working knowledge of all products and warranties for each customer. Ø Oversee the support team by providing training, conducting performance reviews, offering coaching, and managing attendance. Take appropriate disciplinary action when necessary to ensure team performance and compliance. Ø Interview all job applicants for customer support representatives. Ø Choose new staff members from applicants when required. Ø Verifying pricing and payment information with the appropriate departments Ø Verify and approve returns and credits from FHI customers. Ø Set performance standards to meet customer support goals. Ø Work with product management teams to create training programs for product, systems, and warranties to ensure customer expectations are met. Ø Notify Account Managers, Supply Chain and QA team when problem trends appear whether related to supply chain or product issues. Ø Provide CS shipment reports for Account Managers, merchandisers and factories for product issue analysis. Perform other duties as assigned by the VP of Sales MINIMUM QUALIFICATIONS: Bachelor’s degree in a business or related field or equivalent work experience (i.e. Business Management). Three years’ experience working in Customer Support field and 3+ years’ supervisory, or management experience account staff preferred. Requires the ability to work with work with diverse populations and have excellent communication and organizational skills. A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests is required. Reasonable accommodations may be made to those who are able to perform the essential duties of the job. The incumbent must be able to pass any required drug test and new hire physical examination. The incumbent must be able to maintain complete confidentiality of any information s/he encounters. SPECIALIZED SKILLS AND KNOWLEDGE: Able to analyze problems quickly and provide resolutions. Skilled in organizing and managing multiple tasks and competing priorities effectively. Excellent interpersonal and communication skills. Ability to work independently and efficiently to meet deadlines Commitment to company values and willingness to be a team leader. Ability to coach and handle conflict resolution among staff. Moderate level in Microsoft Office Suite. Attention to detail. Join us as a Customer Service Manager where your energy fuels our success! Bring your passion for r…

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