Customer Service Manager

Socket.dev; Mobile (AL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid Holidays

PTO - Vacation, sick & personal time

FREE Life Insurance

FREE Short-term and Long-term DIS

Health Care Insurance - Company pays

Dental & Vision Care options

401(k) with generous company match

Annual Bonus Potential

Fitness Membership Reimbursement

Employee Referral Bonus

Employee Discount Purchase Program

Job summary

Real Floors, Inc. & Real Floors Commercial, Inc. in Theodore, AL, is seeking a Customer Service Manager to lead a busy CS team and oversee daily operations.

You will coach staff, ensure smooth order processing via phone, email, and our online portal, and resolve customer issues in real time while maintaining a family-like culture. The role requires solid communication, a proactive problem-solving approach, and the ability to collaborate across departments.

Qualifications

• 1+ year of proven management experience with direct reports.
• Coaching style to lead and develop team members.
• Strong verbal and written communication skills.
• Experience fostering a positive workplace culture.
• Ability to have difficult conversations when needed.
• Proficient using Word, Excel, Google Drive and Gmail.

Responsibilities

• Oversees day-to-day activities of the Customer Service Department.
• Provides coaching and development to direct reports.
• Processes orders via telephone, email, and online portal; manage calls and data entry.
• Offers real-time solutions to customers and guides reports accordingly.
• Promotes cross-department communication and problem resolution.
• Reviews work orders and ensures accurate billing; participates in hiring decisions.
• Performs other duties assigned by management.

Skills

Management experience

Coaching

Communication

Workplace culture

Problem solving

MS Word

Excel

Google Drive

Gmail

Job description

JOB TITLE:

Customer Service Manager

REPORTS TO:

General Manager

LOCATION:

5235 Kooiman Road - Bldg #3, Theodore, AL 36582

JOB TYPE:

Full-Time | Monday - Friday | 8:00am-5:00pm

COMPANY OVERVIEW:

We are the largest wholesale flooring company in North America and have been named a Top Workplace for 10 years in a row! With amazing benefits and family like culture, our company is now the largest multi-family flooring provider in North America. We value our employees and provide awesome benefits, and a positive work environment!

JOB OVERVIEW:

The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day-to-day activities to ensure operational excellence in all departmental processes while promoting the family-like culture of Real Floors.

RESPONSIBILITIES:

• Oversees the day-to-day activities of the Customer Service Department


• Provides constructive feedback and effectively coaches and develops direct reports.


• Processes new orders via telephone, email, and our online customer portal. Effectively manages incoming calls while simultaneously working in our computer system.


• Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same. Ensures that questions and complaints are addressed timely, correctly and thoroughly. Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report.


• Promotes strong cross-departmental communication and collaborative problem resolution.


• Reviews subcontractor work orders and ensures orders are billed accurately.


• Conducts individual performance evaluations. Works with the GM and HR in hiring/terminations. Manages interpersonal conflicts as needed.


• Perform all other duties assigned by management

QUALIFICATIONS:

• 1+ year of proven management experience / can demonstrate prior team supervisory experience.


• Employs an approachable \"coaching\" management style to lead and develop team members.


• Professional, effective communication skills (verbal and written).


• Experience in establishing and fostering a positive workplace culture.


• Skilled in having the difficult conversations, when needed, to address performance or other issues.


• A proactive, collaborative problem solver focused on finding the \"win\" for all stakeholders.


• Proficient using technology on the job. Is able to correspond via email, perform data input, etc. Experience using Word, Excel, Google Drive and Gmail is a plus.


• Strong follow-up skills, detail oriented, organized and able to multi-task effectively.


• Prior flooring product and/or industry knowledge is a plus, but is not required.

AMAZING BENEFITS!

• Paid Holidays


• Paid Time Off (PTO) - Vacation, sick & personal time


• FREE Life Insurance


• FREE Short-term and Long-term Disability Insurance


• Health Care Insurance - Company pays most of the cost!


• Dental & Vision Care Insurance options


• 401(k) Retirement Savings Plan + GENEROUS company match


• Annual Bonus Potential


• Fitness Membership Reimbursement


• Employee Referral Bonus


• Employee Discount Purchase Program


• More! Real Floors: We Live \"Got-Your-Back-Ability\" Every Day!

NOTE: Principals only. Recruiters, staffing agencies and other third parties will not be considered.

Real Floors, Inc. & Real Floors Commercial, Inc. provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.