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Customer Service Manager
Society Brands
Customer Service
United States
Posted on Mar 7, 2025
Job Title:
Customer Service Manager
Department:
Customer Service
Location:
Canton, OH (Onsite)
Salary Range: $45,000 -$55,000
Reports To:
Brand President
Job Type: Full-Time
Job Overview:
Society Brands is a dynamic portfolio of health and wellness brands dedicated to delivering high-quality products and exceptional customer experiences. We are seeking a highly motivated and experienced Customer Service Manager to oversee our in-house and outsourced customer support teams. This role is crucial in ensuring top-tier customer service across e-commerce, B2B, and Amazon platforms while also developing a customer support-driven inside sales team.
Key Responsibilities:
- Lead and manage both in-house and outsourced customer service teams, ensuring seamless collaboration and performance.
- Oversee customer interactions across multiple channels, including phone, email, live chat, and social media.
- Ensure excellence in e-commerce, B2B (Business to Business), and Amazon customer service, including order management, inquiries, and issue resolution.
- Manage reverse logistics processes, including returns and exchanges, to optimize efficiency and customer satisfaction.
- Implement and optimize CRM systems to track customer interactions and improve service delivery.
- Develop and track key performance indicators (KPIs) to measure success and drive continuous improvement.
- Recruit, train, and develop a customer support sales team focused on inside sales and outbound calling.
- Work cross-functionally with marketing, sales, and operations teams to enhance the overall customer journey.
Qualifications:
- Proven experience in a customer service management role, preferably within e-commerce, B2B, or Amazon environments.
- Strong understanding of customer support best practices, reverse logistics, and CRM systems.
- Experience managing both in-house and outsourced teams, with a track record of driving performance and engagement.
- Familiarity with phone, email, and social media customer support strategies.
- Analytical mindset with the ability to develop and measure KPIs.
- Excellent leadership, communication, and problem-solving skills.
- Ability to build and manage an inside sales function within customer service.
Why Join with Us?:
- Opportunity to shape and enhance the customer service experience for a growing portfolio of health and wellness brands.
- Work with a dynamic team in a fast-paced, entrepreneurial environment.
- Competitive salary and benefits package.
If you are a strategic leader with a passion for customer experience and sales, we’d love to hear from you!
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