Customer Service Manager

Banner House; High Point (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Banner House in High Point, NC is seeking a Customer Service Manager to lead and grow the US/Vietnam customer care team, supporting the sales organization and existing customers.

You will train staff, manage performance, foster relationships with customers, sales reps, and management, and collaborate with Sales, Demand & Supply, Logistics, IT and VN teams to resolve requests, including attendance at furniture markets.

Qualifications

• Proven experience in a similar position for at least 5 years.
• College degree or equivalent experience.
• Strong ability in using MS Office.

Responsibilities

• Train and manage the customer service team to meet goals.
• Own US/Vietnam customer care team performance and development.
• Maintain positive relations with customers, sales reps, and management.
• Respond quickly to customer requests and issues, solving problems effectively.
• Collaborate with Sales, Demand & Supply, Logistics, IT and VN team to resolve customer requests.
• Attend furniture markets (Spring and Fall).

Skills

Team leadership

Customer service

Stakeholder communication

Education

College degree or equivalent experience

Tools

MS Office

CRM software

Job description

Banner House, Built on the foundation of Magnussen Home — one of the furniture industry’s most trusted names since 1931 — Banner House exists to give retailers a complete, non-overlapping portfolio of furniture brands across good, better, and premium price points. Each brand has its own design philosophy, customer, retail role, and product DNA. A retailer can grow with one strategic partner instead of managing several vendors

Customer Service Manager

Manage and supervise Customer Service team to support the sales organization in their efforts to increase sales while developing and maintaining the existing customer base.

Specific Responsibilities will include:

• Train and manage assigned team to achieve departmental goals. Conduct performance reviews and coaching as required to develop and empower a strong team that aspires grow with the company over time.
• Own the result of US/Vietnam customer care team and help to foster their training and development to best serve the customer.
• Foster and maintain a positive and supportive relationship with all customers, sales reps, and sales management.
• Anticipate customer and internal team needs where possible, while being exceptionally responsive to specific requests.
• Own the result of customer issues and follow-up procedures. Focus on effective and efficient problem-solving strategies for the team.
• Establish efficient and balanced workflows that maximize efficiency and product high levels of service quality and customer satisfaction.
• Work with Sales, Demand & Supply, Logistics, IT and VN team to find solutions for customer requests and exceptions.
• Create standard work with continuous improvement culture that is efficient and effective.
• Serve as a backup on the day-to-day management of customer processes, including limited to:
• Attend furniture market (Spring and Fall)
• Various tasks and reporting as assigned by coach and senior management.

Education/Experience Required:

• Proven experience in a similar position for at least 5 years
• College degree or equivalent experience
• Strong ability in using MS Office
• Knowledge of Customer Relations Management