Onsite Customer Service Manager - Lead & Delight Customers

Beuta; Strasburg (CO); On-site; USD 30,000 - 52,000; Full time

Benefits offered by this job

Simple IRA 3% match

PTO

Dental Insurance

Health Insurance

Job summary

Beuta in Strasburg, PA, is seeking a Customer Service Manager. You will lead the in-house team, own customer interactions, and drive issue resolution, turning inquiries into opportunities to support sales and growth.

You will train and mentor staff, develop service policies, and collaborate with logistics and product teams to ensure high customer satisfaction. This is an in-office, Monday–Friday position.

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.

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

Skills

Communication

Problem solving

Team leadership

Customer service

Conflict resolution

Calm under pressure

Tools

Zendesk

Shopify

Amazon Seller Central

Job description

Beuta in Strasburg, PA, is seeking a Customer Service Manager. You will lead the in-house team, own customer interactions, and drive issue resolution, turning inquiries into opportunities to support sales and growth.

You will train and mentor staff, develop service policies, and collaborate with logistics and product teams to ensure high customer satisfaction. This is an in-office, Monday–Friday position.