Customer Service Manager

Chaddock Furniture Workroom offers a diverse portfolio of truly customized furniture, upholstery, cabinets, hardware and lighting that can be crafted in weeks"”and will last for generations. Passionate about process, our talented artisans not only create high-quality heirloom furnishings, we collaborate with designers, architects and homeowners to help craft enduring personal stories. Nearly 90 percent of Chaddock products are designed and made to order in Morganton, N.C. For more information, visit and follow us on Instagram @chaddockhome.Job OverviewWe are seeking a dynamic and experiencedCustomer Service Manager to lead and develop a team of 6 customer service representatives. This role is pivotal in enhancing our customer experience, ensuring satisfaction, and maintaining our reputation for excellence. The ideal candidate will be a strategic thinker with a passion for customer service and team development.Key ResponsibilitiesLead, mentor, and motivate a team of 6 customer service representatives to achieve team goalsProvide ongoing training and professional development to enhance team performance and product knowledgeFoster a positive and collaborative team culture that aligns with company valuesA Day in the Life:Client Services Tasks:Collaborate with Sales team on new orders relating to specific assigned territoryAssist with quoting custom furnitureServe as primary point of contact for clients once an order is enteredDevelop strong personal relationships with each client to understand individual needsRespond to all emails within 24 hoursWork cross-functionally with accounting and sales departments to process final payment on ordersOrder Management Tasks:Gather pertinent information surrounding Client's order - installation dates, details of project, limitations on due date, delivery preferences - and keep accurate records of all client interactionMonitor periodic order check points during production process, communicate with client regarding delays or changes to delivery dateUtilize lead times to pro-actively communicate with clients frequently, anticipating potential issues or problems, and troubleshooting them in advanceUnderstand client history as it relates to prior RA's, shipping issues, delayed orders, to better serve client on current orderWarranty Tasks:Work with returns team to evaluate furniture issuesProvide clients with solutions to warranty issues with urgency in a manner that favors the benefit of the clientAcquire strong understanding of products including comprehension of construction, finish and distressing options, and custom capabilities3-5 years of proven management experienceBenefits:401(k) matchingDental insuranceEmployee discountFlexible spending accountHealth insurancePaid time offVision insurance*Interested candidates are invited to submit a resume to Susan Hicks at shicks@

Created: 2025-02-25