About the Role:

We are looking for a motivated and experienced Customer Service Manager to lead our customer support team and deliver exceptional service to our clients. This position is ideal for someone who thrives in a fast-paced consumer goods environment, enjoys problem-solving, and leads by example.

Responsibilities & Duties:

• Work onsite in a boutique office environment close to Midtown
• Supervise, mentor, and support the customer service team
• Ensure timely and effective handling of customer inquiries, issues, and escalations
• Monitor performance metrics and develop improvement strategies
• Collaborate with other departments (sales, finance, operations, third party distribution partner) to resolve complex issues
• Handle customer escalations professionally and empathetically
• Train and onboard new customer service team members
• Ensure customer orders are executed to meet expectations
• Promote the marketing of product incentives to promote sales
• Ensure accurate data in ERP system for all customers
• Suggest and implement improvements customer service process
• Efficiently resolves customer complaints
• Prepare monthly reports on performance 
• Develop customer phone and web engagement
• Build a collaborative team

Qualifications:

• 5+ years experience in a customer service management or team leader role
• Proven work experience working with Customers, Supply Chain, Marketing and Finance, preferably in a wholesale business
• Excellent verbal and written communication skills
• Strong leadership and coaching skills
• Proficiency with CRM systems, Microsoft Office, and reporting tools
• Ability to manage conflict and resolve issues with diplomacy
• High attention to detail and organizational skills
• Experience in a fast-paced environment and ability to multitask
• Knowledge of working with manufacturer rep groups and associated sales tools desirable
• Bachelor's degree preferred but not required

What We Offer:

• Annual Salary: $80K
• Health, dental, and vision insurance
• 401(k)
• Paid time off and holidays
• Opportunities for career growth and leadership development