Customer Service Manager: Team Leader & Process Optimizer

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

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.