Customer Service Manager

Customer Service Manager Key Responsibilities

• Manage the Customer Service function while also handling vendor communication, order flow, inventory accuracy, and select administrative tasks previously handled by the Vice President.
• Oversee customer operations and ensure effective communication across all departments.
• Serve as a point of contact for major accounts ensuring customer satisfaction and long-term retention.
• Deliver outstanding service throughout the entire order process.
• Liaise with sales, logistics, accounting, and production to deliver excellent customer experiences.
• Collaborate with production, development and designers to resolve customer issues and ensure satisfaction.
• Understand product details, industry expectations, and proactively resolve client issues.
• Guide the customer service function and supervise Customer Service Associates.
• Oversee customer support for all existing and future clients.
• Edit and enter customer orders accurately while maintaining pricing models.
• Lead and manage sales orders and sales invoicing.
• Tracking and reporting on order status and logistics updates, coordinating closely with production, logistics, and warehouse teams.
• Handle challenging customer interactions professionally, focusing on resolution and maintaining brand integrity.
• Strengthen customer relationships through courteous interactions and proactive outreach.
• Partner with Sales to suggest opportunities for complementary items, special offerings, or reorders.
• Oversee showroom inventory control.
• Support basic inventory analysis.
• Assist in documenting and refining SOPs to improve efficiency and consistency.
• Provide backup administrative support for executive projects.
• Other duties as may be assigned by leadership to support the evolving needs of the business.

• Partnering with Logistics in the negotiation of contracts with shipping carriers and vendors.

• Experience in customer service within the
  furniture or furniture-related industry is required.
• Proven ability to manage key accounts and maintain high levels of customer satisfaction.
• Strong understanding of office operations and employee communication.
• Excellent interpersonal and written communication skills.
• Highly organized and detail-oriented, with strong problem-solving abilities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and Google Workspace.

• Health Compensation
• Retirement Plan
• Dental & Vision Coverage
• Short-Term Disability
• Life and Critical Illness Insurance
• Paid Time Off