Customer Service Manager — Lead Team, Delight Customers

Beuta; Strasburg (Lancaster County); On-site; USD 60,000 - 100,000; Full time

Job description

Position Title: Customer Service Manager

Department: Customer Service

Reporting To: CMO

Employment Type: Full Time / In-Office M-F

About Us

At Beuta, we're reimagining the garden edging industry with products designed for easy installation - cutting the time and effort of traditional methods in half.But what really sets us apart is pride: pride in the quality of everything we make, pride in the work we do every day, and pride in how we serve our customers. With a growing product catalog and expanding customer base, we need more help.

We don't just want to meet expectations, we want to delight the people who trust us to help them create the home of their dreams. We want them to talk just as much about the people who served them as they do the product they love. If you take joy in doing things right and making someone's day, you'll fit right in.

About the role

As our Customer Service Manager, you're the voice of Beuta and the standard-setter for how we treat every person who calls. This isn't a sit-back-and-supervise role. You'll know our products inside and out - how they install, how they ship, and how they solve problems traditional edging can't. You'll use that expertise to turn calls into confidence, and confidence into sales where the opportunity exists. Whether a customer needs help tracking a shipment, troubleshooting an installation, or figuring out which product fits their project, you'll own the outcome.

You'll relentlessly pursue the balance every great service team has to strike: keeping our cost to serve lean, while never cutting the corner that delights a customer.

Most importantly, you'll multiply yourself by developing your team so that your product knowledge, sales instincts, and service standards become theirs.

Responsibilities

• Lead and manage the customer service team, setting clear expectations and holding the team accountable
• Convert inbound service calls into sales opportunities and qualified leads
• Handle escalated customer inquiries, complaints, and complex issues with professionalism and care
• Develop and implement customer service policies and procedures that align with company standards
• Train, mentor, and coach team members to enhance their communication skills and service quality
• Monitor team performance and identify areas for improvement through feedback and regular evaluations
• Work cross-functionally with other departments to ensure consistent and efficient customer support
• Proactively communicate shipping delays before customers reach out whenever possible
• Periodically collect feedback to share with R&D and Marketing teams
• Track and report on customer service metrics to help improve processes and customer satisfaction
• Managing the Customer Service team’s environment to maintain a positive and professional workplace
• Develop scorecards to share daily customer feedback with other departments
• Develop and maintain CS software's: Zendesk, Amazon Seller Central & Shopify

Qualifications

• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Proven ability to manage and lead a team effectively
• Experience handling customer complaints and turning negative experiences into positive outcomes
• Ability to stay calm and professional under pressure
• 2+ Years of CS Management experience
• Experienced with Zendesk, Shopify and Amazon Seller Central
• Comfortable using AI applications to help with work flows while still maintaining the human element with customers
• Simple IRA Retirement Plan (Roth or Traditional) 3% Company Match