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Customer Service Manager


SUMMARY: Manages the Gift Shop sales channel and the customer service team that support that channel.


Knowledge and experience in sales or customer service. Microsoft Office, excellent telephone skills as well as excellent oral and written communications skills are required.


BS BA or equivalent experience

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Offer our wholesale customers world-class customer care.
  • Actively sell and promote products to existing and new account prospects
  • Monitor inventory to determine products in stock
  • Studies and standardizes procedures to improve the efficiency of customer service
  • Maintain harmony among workers and resolves grievances
  • Prepare composite reports from individual reports of customer service for review
  • Make decisions on priorities of customer shipping
  • Responsible for input from customer service regarding sales reports in each state
  • Maintains existing accounts in a given territory
  • Search and set up new accounts in the area of responsibility
  • Downloads and pulls orders through Brandwise for order entry
  • Monitors B2B website to remove sold-out products
  • Registers customers upon request for B2B website
  • Keeps customer service informed of any promotions, special sales, and new products
  • Provides and recommends to Marketing Director sales promotion requests
  • Attends and provides information for weekly Marketing and Sales meeting with Customer Service
  • Travels to Market and works in the showroom when requested
  • Handles errors and complaints unable to be solved by a customer service representative
  • Responsibilities include training customer service employees, appraising performance, disciplining employees, addressing complaints, and resolving problems

Manages all Customer Service Representatives

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to walk. Specific vision abilities required by this job include close vision, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.

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