Customer Care & Order Entry Manager

Enwork; Lowell (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Enwork, Lowell, MA, seeks a Customer Care Supervisor to lead the order entry and customer care teams, ensuring an exceptional Enwork brand experience. You will coach staff, drive service standards, and collaborate across departments to meet customer needs.

The ideal candidate holds a Bachelor's degree with at least five years in customer service and supervisory experience, plus strong communication and organizational skills.

Qualifications

• Bachelor Degree required.
• Minimum 5 years of customer service experience.
• Supervisory experience preferred.
• Strong written and verbal communication.

Responsibilities

• Partner with various departments to ensure customer needs are met.
• Handle escalated customer issues and provide weekly updates for staff meetings.
• Mentor team to maximize individual and team performance.
• Manage disciplinary process and complete performance evaluations.
• Achieve goals outlined in the strategic plan.
• Manage daily operations.
• Assist in setting and monitoring performance standards and quality.
• Other related tasks deemed necessary.

Skills

Customer service

Supervisory

Communication

Organizational skills

Problem solving

Multi-tasking

Attention to detail

Verbal/written skills

Education

Bachelor Degree

Tools

Microsoft Office

ERP systems

CRM software

Job description

Description

GENERAL JOB DESCRIPTION:

Enwork is a dynamic, fast-growing company that’s been making a mark within the contract furniture industry for years. Our products are found in offices, universities, and other spaces around the globe. We’re lucky to outfit some of the leading brands in the world, including Lyft, Microsoft, Tesla and Snapchat. This position will coach, develop, and manage the order entry and customer care teams to ensure excellent experiences with the Enwork brand.

MAJOR DUTIES AND RESPONSIBILITIES:

• Partner with various departments to ensure customer needs are met.
• Handle escalated customer issues and provide weekly updates for the staff meeting.
• Mentor team to maximize individual and team performance.
• Manage disciplinary process, and complete performance evaluations.
• Achieve goals outlined in the strategic plan.
• Manage daily operations.
• Assist in setting and monitoring performance standards and quality.
• Other related tasks deemed necessary.

Requirements

QUALIFICATIONS FOR THE JOB:

Education Required:

Bachelor Degree

Experience and Skills Required:

Minimum of 5 years of customer service experience

Supervisory experience preferred

Strong attention to detail and organization skills

Ability to create happy customers and solve problems

Professional written and verbal skills

Superior communication skills and follow through

Positive outgoing personality

Ability to multi-task

Adaptability and ability to work under pressure

Office furniture knowledge is preferred

Proficiency with Microsoft Office Suite and ERP systems