E‑Commerce Customer Service Manager | Lead & Elevate CX

Gosnaphop; Okarche (OK); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits package

Leadership and professionaldevelopment

Collaborative work environment

Influence customer experience strategy

Job summary

Addison Group is partnering with a growing consumer products company to hire a Customer Service Manager in Northwest Oklahoma City, OK. You will lead daily customer support activities, coach and develop team members, and uphold service excellence across multiple touchpoints.

The role emphasizes improving processes, managing escalations, and collaborating with operations and fulfillment to enhance the overall customer journey.

Qualifications

• 5+ years in customer service leadership, overseeing teams.
• Experience improving processes and metrics.
• Strong communication and coaching skills.
• Experience with CRM, ticketing, and OMS.
• Ability to manage escalations professionally.
• Ability to work cross-functionally.

Responsibilities

• Lead, mentor, and develop a customer service team, providing ongoing coaching, training, and performance support.
• Establish and maintain high standards for customer interactions, response quality, and issue resolution.
• Oversee customer support operations across multiple channels, ensuring timely and professional service.
• Serve as the primary point of contact for complex customer concerns and escalated situations.
• Develop and maintain customer service resources, including templates, procedures, and knowledge-sharing materials.
• Conduct quality reviews and provide constructive feedback to drive continuous improvement.
• Partner with operations and fulfillment teams to resolve order-related issues and communicate updates to customers.
• Monitor service performance metrics and identify opportunities to improve efficiency, responsiveness, and customer satisfaction.
• Create proactive communication strategies to address delays, service interruptions, and customer concerns.
• Share customer feedback and trends with leadership to support improvements in products, processes, and overall service delivery.

Skills

Leadership experience

Coaching & mentoring

Customer-centric mindset

Conflict resolution

Communication skills

Analytical thinking

Project management

Process improvement

Tools

CRM software

Ticketing systems

CRM platforms

Order management systems

Job description

Addison Group is partnering with a growing consumer products company to hire a Customer Service Manager in Northwest Oklahoma City, OK. You will lead daily customer support activities, coach and develop team members, and uphold service excellence across multiple touchpoints.

The role emphasizes improving processes, managing escalations, and collaborating with operations and fulfillment to enhance the overall customer journey.