Job Description

Title: Customer Service Manager Reports To: Director of Sales Location: 1005 E Pike St, Seattle WA, 98122 Position Overview: Customers are the lifeblood of our business. As the Customer Service Manager (CSM) you are tasked with leading the team that is the primary point of contact for our wholesale customers. The CSM drives our philosophy that every touchpoint with our organization’s customers is a chance to make their experience remarkable. You are empathetic in your listening skills and work diligently the solve customer issues as quickly as possible. You have a relentless focus on relationship building both internally and externally and a passion for providing the highest quality of service. Responsibilities:

• Drive customer retention and increase customer satisfaction.
• Identify ways to improve the customer experience and build more loyalty and trust among customers.
• Support a culture of relationship building both internally and externally – your work will never be siloed, cultivating relationships is a top priority.
• Guide the Customer Service Team in effective client issues resolution and handle any escalations.
• Drive a data-driven culture – lead initiatives such as designing and reviewing customer surveys and metrics to determine levels of customer satisfaction are and identify areas for improvement.
• Directly contribute to daily order intake responsibilities, proactively reaching out to customers on their order days and ensuring the fulfillment teams have appropriate lead times based on order volume.
• Assist with monitoring the open sales order report (pending fulfillment / pending billing) to ensure orders hit the established ship on / delivery date.
• Generate the Wholesale Report for daily fulfillment and establish a rhythmic cadence for handing off actionable information to the fulfillment teams.
• Possess a high level of change agility, pivoting quickly to accommodate new channels and initiatives, picking up new skills and working with emerging technologies all focused on improving the customer experience.
• Coordinate with the Sales Team & Logistics team to assign customer accounts to optimal distribution channels
• e.g. Vita delivery, UPS/FEDEX, customer pick-up, or common carrier.
• Successfully partner cross-departmentally with all departments within the organization by maintaining open channels of communication.
• Audit, and troubleshoot employee clock-in/out punches, and manage employee time off, call-out, and sick time requests.
• Provide leadership, coaching, mentoring and guidance to department members focusing on talent acquisition, retention and development.
• Develop strategies, processes, and systems that will scale easily as we continue to grow, driving down cost, and adhere to budgets while maintaining the highest overall quality standards.
• Ensure the company’s brand is properly reflected throughout all customer interactions.
• Offer relevant, thoughtful ideas and suggestions for departmental improvements.
• Perform additional duties as assigned.

• 2-3 years Customer Service or Account Management experience preferred
• 1 – 2 years management experience preferred
• A demonstrated ability to effectively lead a team, and leads by example
• Strong aptitude for task prioritization
• Must be approachable, mindful, and unwaveringly positive
• Excellent written and verbal communication skills
• Comfortable with basic troubleshooting of desktop/printer/hardware functionality, connectivity etc.
• Ability to give and receive constructive feedback in any given situation
• Analytical aptitude; logical and methodical approach to problem solving
• Ability to quickly learn new systems and/or prior experience with Excel, Word, NetSuite, When I Work, Slack, & Paychex

• Compensation: $75k – 85k / year DOE
• Full-time employees are eligible for Paid Time Off, medical/dental insurance coverage and 401k, per plan terms;
• All Seattle employees qualify for Sick and Safe Time (varies by State)
• Mentorship and positive work environment
• Free coffee/tea drinks while on shift
• Employee discounts on merchandise, whole bean coffee and food items

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