Customer Service Manager

MAU is hiring a Customer Service Manager for Mannington Mills in Calhoun, GA. As a Customer Service Manager, you will oversee customer service operations by hiring, training, and leading teams, ensuring high service standards, resolving escalations, analyzing key metrics, optimizing budgets, refining processes, enforcing policies, and collaborating with other departments to enhance the overall customer experience. This is a direct-hire opportunity.Benefits Package:401k matchingHealth insuranceDental insuranceVision insurancePaid vacationPaid holidaysShift Information:Monday to Friday | 8:00 AM to 5:00 PMRequired Education and Experience:Bachelor's degree from a four-year college or university AND/OR5-10 years of related experience in customer service or a relevant fieldGeneral Requirements:Excellent verbal and written communication skillsStrong organizational and administrative abilities with keen attention to detailSelf-motivated and capable of working independently with minimal supervisionAbility to handle time-sensitive situations with urgency and efficiencyStrong interpersonal skills to build and maintain positive relationshipsEffective multitasking and prioritization to meet deadlinesExcellent problem-solving skills with a proactive approach to challengesAbility to be persistent while maintaining professionalism and tactStrong discretion in handling confidential informationCourteous, professional, and customer-focused demeanorProficiency in Microsoft Word, Excel, PowerPoint, and OutlookSAP experience preferredEssential Functions:Hire, train, and lead customer service representatives, providing coaching and performance feedback to maintain high service standardsMonitor and evaluate customer interactions to ensure consistency and identify areas for improvementAnalyze key metrics (e.g., call volume, resolution time, customer satisfaction) to drive service enhancementsOversee customer inquiries, complaints, and escalations, ensuring timely and effective resolutionDevelop and manage budgets, forecasting needs, and optimize expenditures to meet financial objectivesEnhance service quality by assessing and refining processes, setting performance metrics, and analyzing resultsEstablish and enforce customer service policies, procedures, and best practicesEnsure compliance with productivity, quality, and customer service standardsConduct audits of service procedures to identify trends and implement system improvementsCollaborate with cross-functional teams (sales, marketing, product development) to enhance the customer experienceStay up to date with industry best practices through continuous learning and professional developmentProactively identify and resolve challenges, using analytical skills to develop effective solutions, even in high-pressure situationsMAU Workforce Solutions is an innovative global company with extensive experience providing solutions for success in staffing, recruiting, technology and outsourcing to our clients, employees, and applicants. Headquartered in Augusta, GA since 1973, MAU is a family and minority-owned company offering better processes and better people to create efficiencies and greater profits for our clients. Our relationships with world-class companies, our training programs and our culture of family allow MAU to offer better results, better jobs, and better lives to those who work with us.All Applicants must submit to background check and drug screeningDisclaimer: This job description is not designed to be a complete list of all duties and responsibilities required of the positionEOE

Created: 2025-03-02