Customer Service Manager

A wholesale supply company specializing in apartment building maintenance materials and supplies is seeking a Customer Service Manager. This role is responsible for overseeing and actively handling all customer service activity across multiple locations including managing incoming orders monitoring phone and email correspondence and resolving customer issues related to billing delivery and order accuracy. The position serves as the primary escalation point for store managers and showroom staff stepping in to address complex customer concerns and coordinate with internal departments to ensure timely and accurate resolutions. The role requires consistent interaction with customers throughout the day close communication with store teams and hands-on involvement in the execution of customer service operations in a fast-paced fully in-office environment.

Responsibilities:

• Manage orders that come in through email and distribute them amongst the stores
  
• ensuring accurate and timely order processing.
  
• Monitor all incoming and outgoing correspondence (phone and email) for accuracy and
  
• professionalism.
  
• Help store managers with any inquiries or special requests for customers; ensure these
  
• situations are resolved in every aspect pertaining to every department in the company.
  
• Update customer account notes in the system to ensure they are always current.
  
• Adjudicate customer complaints regarding billing and delivery issues.
  
• Investigate disputes and make sure customer is properly taken care of at all times while
  
• liaising with the necessary departments and ensuring timely solutions.
  
• Maintain a high standard of organization so no orders requests or inquiries get
  
• overlooked.
  
• Identify root causes of issues breaking down situations so all parties understand it
  
• presenting an all-encompassing solution and directing necessary staff accordingly in
  
• resolving the issue.
  

• Managerial Experience.
  
• Maintain a high level of organization & time management.
  
• Strong eye for detail and follow through. Accountability is key.
  
• Flexibility and adaptability to different situations.
  
• Exceptional interpersonal and communication skills.
  
• Ability to think strategically.
  
• Background in B2B