Customer Service Manager

As the Customer Service Manager, you will play a crucial role in the overall online customer experience our company offers.  In this position, you will provide leadership, supervision and training to customer service representatives, resolve escalated service issues, and continually seek strategies to further improve the quality of service to our customers. . If you are a highly motivated leader who is skilled in developing and managing a best-in-class customer team and you are looking for a challenging and rewarding career in eCommerce, click Apply Now and start your journey to becoming part of the NanaFam today!

 Job Duties:

  • Oversee daily operations, assess priorities, organize workflow and make adjustments to meet customer needs
  • Develop and implement streamlined processes and procedures to ensure consistent service delivery to customers
  • Establish performance metrics and goals and help employees achieve them
  • Monitor employee productivity and quality, providing constructive feedback and coaching as necessary
  • Assess training needs as well as develop and deliver training to customer service representatives
  • Anticipate and resolve escalated customer service issues
  • Evaluate and document employee performance
  • Analyze trends and report findings to upper management
  • Work in collaboration with the management team to research, recommend and implement strategies that align with the strategic direction of the company to further improve the customer experience

Skills & Qualifications

  • Excellent customer care and focus; ability to assess customer’s needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues with a polite, empathic, and professional voice and manner
  • Possess a continual improvement mindset
  • Excellent verbal and written communication skills in person, over the phone, email and social media
  • Encouraging to team and staff; able to mentor, lead and teach
  • Ability to remain calm under pressure
  • Excellent time management and prioritization skills; ability to multi-task
  • Eager to expand the company with new sales, clients, and territories
  • Able to analyze data and sales statistics and translate results into better solutions
  • Self-motivated and self-directed
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise

Required Experience

  • 3 years Customer Service Management experience
  • Proficient with working on a Mac Computer and programs including Microsoft office: outlook, excel, word, Google docs, sheets, etc.
  • High School Diploma or Equivalent
  • Bachelor’s degree in business administration, business or related field preferred


40 hours week



Medical, Dental, vision

Paid Vacation

PTO/Sick Leave

Paid Holidays

401K w/ Profit Share

A great work culture!

Employee Discounts

Plus, many additional employee perks