Customer Service Manager

Ascendo Resources; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Ascendo Resources is seeking an experienced Customer Service Manager to oversee daily operations, lead a team of representatives, and maintain high customer satisfaction in a fast-paced environment.

You will supervise training, monitor performance, handle escalations, and collaborate with sales, operations, and warehouse to ensure accurate order processing and timely updates. Strong leadership and communication are essential.

Qualifications

• Experience in customer service with supervisory or management experience preferred.
• Strong leadership and team management skills.
• Excellent verbal and written communication.
• Proven ability to handle escalations and resolve problems effectively.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• Proficiency in Microsoft Office and CRM or order management systems.

Responsibilities

• Oversee daily customer service operations to ensure timely responses.
• Supervise, train, coach, and mentor representatives to meet KPIs.
• Monitor performance, set goals, and provide feedback.
• Handle escalated complaints professionally and efficiently.
• Maintain high customer satisfaction and retention.
• Collaborate with sales, operations, and warehouse to resolve issues.
• Ensure accurate order processing and timely delivery updates.
• Develop procedures to improve workflows and efficiency.
• Track metrics, prepare reports, and identify improvement opportunities.
• Maintain accurate customer records and service documentation.
• Ensure adherence to company policies and quality standards.
• Support hiring and onboarding of staff.

Skills

Leadership

Communication

Problem solving

Organizational skills

CRM software

Microsoft Office

Multitasking

Tools

CRM software

Order management systems

Job description

We are seeking an experienced Customer Service Manager to oversee daily customer service operations, lead a team of representatives, and ensure excellent customer satisfaction. The ideal candidate has strong leadership, communication, problem-solving, and organizational skills, with the ability to manage customer relationships and improve service processes in a fast-paced business environment.

Key Responsibilities

• Manage and oversee daily customer service operations to ensure timely and accurate responses to customer inquiries.
• Supervise, train, coach, and mentor customer service representatives to meet performance expectations.
• Monitor team performance, establish goals, and provide feedback to improve productivity and service quality.
• Handle escalated customer complaints and resolve issues professionally and efficiently.
• Build and maintain positive relationships with customers, ensuring a high level of satisfaction and retention.
• Coordinate with sales, operations, warehouse, and other internal departments to resolve customer concerns and ensure orders are processed accurately.
• Monitor customer orders, account inquiries, delivery updates, and service requests to ensure timely follow-up.
• Develop and implement procedures to improve customer service workflows and operational efficiency.
• Track customer service metrics, prepare reports, and identify opportunities for improvement.
• Maintain accurate customer records, account information, and service documentation.
• Ensure team members follow company policies, procedures, and quality standards.
• Support hiring, onboarding, and ongoing development of customer service staff.

Qualifications

• Previous experience in customer service, with supervisory or management experience preferred.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proven ability to handle customer escalations and resolve problems effectively.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• Proficiency in Microsoft Office and customer relationship management (CRM) or order management systems.
• Ability to work collaboratively with multiple departments in a fast-paced environment.

Preferred Skills

• Experience in a distribution, manufacturing, industrial, or business-to-business (B2B) environment.
• Experience managing customer accounts, order processing, and delivery-related inquiries.
• Ability to analyze service metrics and implement process improvements.
• Strong customer relationship management and conflict resolution skills.

Ideal Candidate

The ideal candidate is a hands-on leader who can motivate a customer service team, manage escalated issues, maintain strong customer relationships, and work closely with internal departments to ensure smooth operations and a positive customer experience.