Customer Service Manager

We are seeking a proactive and detail-oriented Customer Service Manager to join our team. In this role, you will be responsible for overseeing the order lifecycle, managing customer inquiries, processing returns, and ensuring an exceptional customer experience from start to finish. You will work closely with internal teams to resolve issues, optimize workflows, and support customers efficiently and professionally.

Key Responsibilities

• Lead and execute the end-to-end Customer Experience strategy across Retail, Dealer, E-commerce, and Direct-to-Consumer channels.
• Oversee Customer Service, Order Management, Warranty Validation, and Service Dispatch operations across all brands.
• Establish and enforce service-level standards (SLAs) to ensure rapid response, high first-call resolution, and premium customer engagement.
• Own the full order lifecycle from quote through delivery and post-installation support, ensuring accuracy and operational efficiency.
• Reduce service dispatch frequency through structured Tier 1 / Tier 2 troubleshooting protocols and enhanced remote resolution practices.
• Support customers with questions and answers about their appliance and service needs
• Ensure each case is properly recorded and ready for the next step in the service process
• Coordinate internally with technical support, dispatch, and service teams as needed
• Lead high-level escalations involving key retail partners and direct consumers while protecting brand reputation and profitability.
• Partner cross-functionally with Sales, Warehouse, Logistics, Accounting, and Purchasing to align operational execution with customer expectations.
• Govern freight damage mitigation, warranty authorization, service approvals, and manufacturer reimbursement tracking.
• Identify operational inefficiencies and implement continuous improvement initiatives to reduce service expense and improve post-sale satisfaction.
• Ensure all customer interactions reflect the standards, tone, and professionalism of a luxury appliance brand.Qualifications
• Experience in order management, customer service, e-commerce, or operations (preferred).
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Comfortable using CRM, helpdesk, or order management systems (e.g. Shopify)
• Problem-solver with a customer-first mindset.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person