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Customer Service Manager

The Customer Service Manager is responsible for providing exceptional customer service to guests through the Guest Services & Call Center teams. Work with other sales and operations teams to implement sales strategies and procedures that support and drive our continued growth while providing optimal order management and customer satisfaction levels.

Specific Responsibilities Include:
  • Manage the activities of Guest Services staff for optimal order management and customer satisfaction levels to include assigning responsibilities, monitoring, training, evaluating and coaching for performance, goal setting and motivation, and communicating departmental and company developments. Execute formal training programs to include systems, product knowledge and product tastings.
  • Coach Guest Services and representatives to provide excellent customer service. Continuously improve productivity and quality to meet or exceed service level goals in terms of answer time, abandonment rate, etc. Analyze all quantitative data of the calls, activity and customer service metrics and recommend solutions to senior management to maximize production, efficiency and volume management.
  • Ensure customer data base integrity is maintained through web/N2N matching processes, customer opt-in/opt-out requests, order entry and catalog inquiries.
  • Manage call center technology platforms (e.g., call monitoring, scheduling) and work with support departments to ensure existing systems are operating properly. Successfully drive change and process improvements and audits for both the call center and order management systems.
  • Execute promotional sales programs such as up selling, cross selling and telemarketing.
  • Work with Distribution to coordinate execution of efficient and reliable customer order execution and to resolve escalated customer issues in a timely manner.
  • Oversee the execution of drop-ship merchandise and report vendor performance to Merchandising.

Education, Experience, and Skills:
  • BA or equivalent experience as well as 3 to 5 years customer service/sales management experience, with call center operational experience preferred and knowledge of Direct Marketing industry a plus.
  • Significant experience with, and knowledge of various software programs, including Microsoft Office Suite of products.
  • Superior analytical and problem solving skills combined with strong attention to detail.
  • Must be driven to continually provide the highest level of customer satisfaction, both internally and externally. Be a motivated leader, highly organized, professional in attitude and have a strong work ethic.
  • Excellent oral and written communication skills to interact effectively at all levels of the organization.
How To Apply
Please submit a resume or application, along with salary requirements to:

Stonewall Kitchen
2 Stonewall Lane
York, ME 03909
Attn: Human Resources
Fax: 207.351.1547
Email: jamminjobs@stonewallkitchen.com

Our Employment Application can be downloaded here.

Stonewall Kitchen, LLC is an equal opportunity employer and does not discriminate on the basis of race, gender, religious affiliation, age, sexual orientation, national origin, veteran status, or any other category protected by law.

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