SW Sustainability Solutions Inc. · 4 months ago
Customer Service Manager - eCommerce & Durable Goods
Miami, FL
Full-time
Onsite
Senior Level
5+ years expSWCORP is a recognized leader in luxury bath and home fixtures, specializing in high-quality products. They are seeking an experienced Customer Service Manager to lead their support team in delivering outstanding service to eCommerce customers, focusing on customer engagement and sales growth.
ManufacturingMedical Device
Responsibilities
Customer Service Leadership: Oversee a team dedicated to providing professional, prompt responses for customers purchasing durable goods, including bathtubs and luxury fixtures
Sales Growth Support: Implement strategies that foster customer satisfaction, upselling, and cross-selling, driving repeat business and sales growth
Zendesk & Ticketing Management: Optimize Zendesk workflows, ensuring efficient ticket resolution and compliance with SLAs
KPI and Metrics Tracking: Monitor key performance indicators (response times, resolution rates, satisfaction scores) to continually enhance service quality and support sales goals
Issue Resolution: Address escalated concerns, particularly around product features, warranties, and other inquiries related to durable goods, reinforcing customer loyalty
Team Development: Mentor and develop team members to create a collaborative, sales-oriented, and customer-focused environment
Cross-Department Collaboration: Partner with Sales, Product Development, and Marketing to share insights and align strategies for shared success
CRM Development & Management: Lead the development and implementation of a centralized Customer Relationship Management (CRM) system to unify communication, ticketing, warranty tracking, and order follow-up. Ensure the CRM integrates seamlessly with existing tools (e.g., Zendesk, Shopify, Acumatica) to support scalable, data-driven service operations. Regularly audit the CRM for accuracy, reporting, segmentation, and customer lifecycle management
Qualification
Required
Bachelor's degree in Business, Marketing, or related field preferred
5+ years in customer service, with a minimum of 2 years in a management role within eCommerce and durable goods
Proven track record of using customer service as a channel for sales growth
Expertise in Zendesk or similar platforms, with experience in workflow optimization and ticketing
Background in durable goods customer support, with knowledge of complex product features and warranty resolution
Exceptional communication skills and a customer-focused, sales-driven approach
Analytical skills for performance tracking and metric improvement
Ability to multitask in high-volume settings, especially during peak sales periods
Benefits
Competitive Compensation: Salary with quarterly bonuses based on performance and sales growth.
Comprehensive Health Benefits: Medical, dental, and vision coverage.
Paid Time Off: Generous PTO and company-recognized holidays.
Career Advancement: Professional development and growth opportunities.
Company
SW Sustainability Solutions Inc.
SW® Sustainability Solutions Inc.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase