Customer Service Manager- Marietta, GA

Corporate Office with Oversight of Distribution Facilities

In office 100%

Job Summary: The Customer Service Manager is responsible for overseeing the customer service department, ensuring exceptional service delivery across all customer touchpoints, including corporate and distribution operations. This role requires strong leadership, problem-solving, and communication skills to manage customer inquiries, complaints, and feedback while ensuring a seamless experience between the corporate office and distribution facilities.

Responsibilities:

Leadership & Team Management: 11 direct reports- some reports are in corporate office and some are in warehouses

• Lead, mentor, and manage the customer service team to ensure high-quality service and customer satisfaction.
• Foster a customer-centric culture within the team and across all departments.
• Conduct regular performance evaluations and provide feedback and coaching to team members.
• Develop training programs and provide continuous learning opportunities to improve team efficiency and product knowledge.

Customer Interaction & Support:

• Manage and resolve complex or escalated customer inquiries, complaints, or issues related to both corporate and distribution functions.
• Oversee the customer support channels, including phone, email, chat, and social media, ensuring timely and effective responses.
• Develop and implement customer service policies, procedures, and best practices that align with company goals.

Coordination with Distribution Facilities:

• Collaborate closely with distribution and logistics teams to ensure on-time delivery, accurate order fulfillment, and resolution of shipping-related issues.
• Monitor and address any operational issues that affect customer satisfaction, such as product shortages, delays, or errors in orders.

Process Improvement:

• Continuously assess and improve customer service processes and systems to increase efficiency, enhance service delivery, and reduce operational costs.
• Identify trends in customer inquiries and collaborate with other departments (sales, logistics, etc.) to address root causes of recurring problems.

Cross-Department Collaboration :

• Act as the main point of contact between customer service and other departments such as sales, marketing, finance, and operations to ensure cohesive efforts in achieving company goals.

Work Environment:

• Full-time, with flexibility to work across both corporate and distribution facilities as needed.
• Occasional travel may be required for facility visits and team meetings.

Qualifications:

• Associates or Bachelors degree
• Critical thinking skills
• Manufacturing or Building Materials industry experience highly desired
• 5+ years in Management