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Customer Service Manager

Location: North Salt Lake city, Utah
Employment Type: Full-Time
Department: Customer Service

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About Us:

At Uma Super Center, we believe that excellent customer service is at the heart of a great shopping experience. Since our start in 2022, we’ve been committed to providing our customers with the best products and outstanding service, all in one place. As we continue to grow, we’re looking for a Customer Service Manager to join our team and ensure that every customer has a positive, seamless experience when shopping with us.

Job Overview:

We are seeking a motivated and experienced Customer Service Manager to lead our customer service department. In this role, you will oversee all aspects of the customer service process, manage a team of service associates, and develop strategies to enhance customer satisfaction and loyalty. You will be responsible for ensuring that our customer service operations run smoothly, resolving customer inquiries efficiently, and maintaining our high standards for service excellence.

Key Responsibilities:

  • Strategic Leadership and Vision: Develop and articulate a strategic vision for customer service, aligning with company goals. Lead strategic planning and manage large-scale change initiatives, ensuring innovation, continuous improvement, and smooth transitions.
  • Operational Excellence and Efficiency: Oversee customer service operations, driving efficiency, consistency, and excellence through process improvements and quality assurance. Establish performance metrics to achieve departmental goals.
  • Team Leadership and Development: Mentor and develop emerging leaders within the team. Design and implement training programs, conduct performance evaluations, and cultivate a highly engaged, results-driven culture.
  • Customer Experience Management: Enhance customer experiences by refining journey maps and managing a Voice of the Customer program. Execute strategies to boost customer retention and loyalty.
  • Technological Integration and Innovation: Lead digital transformation initiatives and optimize CRM systems. Leverage data analytics for customer insights and ensure seamless service integration across all channels.
  • Financial Management: Manage budgeting and resource allocation, implement cost control measures, and prepare financial reports. Evaluate the ROI of customer service initiatives for financial efficiency.
  • Stakeholder Engagement and Communication: Collaborate with internal departments and build strong external relationships. Provide updates to executives and represent the company at industry events, promoting customer service excellence.
  • Regulatory Compliance and Risk Management: Ensure compliance with relevant laws and regulations. Develop and execute risk management and crisis management plans, overseeing audits and addressing service-related emergencies.

Qualifications:

  • Education: Bachelor’s degree in Business Administration, Management, or a related field
  • Experience:
    • Proven experience in a Customer Service Manager or similar role.
    • Strong track record of improving customer satisfaction and managing a high-performing team.
  • Skills:
    • Excellent leadership, communication, and interpersonal skills.
    • Strong problem-solving abilities and experience in handling customer complaints.
    • Ability to work well under pressure and prioritize tasks in a fast-paced environment.
    • Proficiency in customer service software (e.g., CRM systems).
    • Familiarity with metrics such as CSAT, NPS, and customer retention rates.
  • Preferred Skills:
    • Experience with customer experience strategies such as feedback loops, personalization, and omnichannel support.
    • Knowledge of retail operations and sales processes.

Why Work With Us:

At Uma Super Center, we value our team and understand that a great work environment is key to achieving success. As part of our growing organization, you’ll enjoy:

  • Competitive Salary
  • Employee Discounts on all store products
  • Health and Wellness Benefits
  • Opportunities for Career Growth and Advancement
  • A Supportive and Inclusive Team Environment
  • Ongoing Training and Professional Development