Customer Service Manager

$45,000 - $55,000/Yr

Ceteramarketing - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Professional, Scientific, and Technical Services

About the position

As a Customer Service Manager at CeteraMarketing, LLC, you will play a pivotal role in leading our customer service team within a fast-growing, award-winning marketing company specializing in promotional products and corporate gifts. Our mission is to maintain a fresh, innovative, and trendy brand image while fostering a culture of teamwork, idea sharing, and continuous learning. We are currently expanding, and we are looking for a fierce leader who is detailed, organized, and possesses sharp communication skills, along with a passion for problem-solving and customer satisfaction. In this position, you will be responsible for supervising employees, managing order processing and data entry, addressing client service issues, negotiating with vendors, and prospecting for new opportunities. You will accomplish departmental objectives by effectively managing staff, planning, and evaluating departmental activities. Ensuring a safe and secure work environment is also a key responsibility. You will communicate job expectations, monitor performance, and appraise job results to achieve staff results. Coaching, counseling, and managing employees will be essential to foster a productive team environment. Additionally, you will develop, coordinate, and enforce systems, policies, procedures, and productivity standards. Establishing strategic goals by gathering relevant business, financial, service, and operations information will be crucial. Maintaining quality service by enforcing customer service standards, analyzing and resolving quality issues, and recommending system improvements will contribute to the overall success of the team. You will also contribute to team efforts by accomplishing related results as needed, ensuring that our customer service remains top-notch and aligned with our company values.

Responsibilities

• Supervisory responsibilities for employees
• Order processing and data entry
• Addressing client service issues
• Vendor negotiations
• Providing quotes
• Prospecting for new opportunities
• Accomplishing department objectives by managing staff; planning and evaluating department activities
• Ensuring a safe, secure work environment
• Communicating job expectations, planning, monitoring, and appraising job results
• Coaching, counseling, and managing employees
• Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Establishing strategic goals by gathering pertinent business, financial, service, and operations information
• Maintaining quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
• Contributing to team effort by accomplishing related results as needed

Requirements

• High school diploma, GED, or equivalent
• 3-5 years' experience in Management, Customer Service, or Retail Environment
• Proficiency with office software, Project Management (Monday.com), Microsoft & Google
• Coaching and supervision skills
• Ability to foster teamwork
• Results-driven mindset
• Ability to handle pressure

Nice-to-haves

• Bachelor's degree in business administration or management (a plus)
• Experience in order processing (2 years preferred)
• Experience in operations management (2 years preferred)
• Experience in customer service (2 years preferred)

Benefits

• Health insurance
• Paid time off