Customer Service Manager

Customer Care Manager

Our client is seeking a Customer Care Manager to oversee the Customer Care Team, ensuring outstanding customer service across e-commerce channels and retail locations. This leader will actively support issue resolution, develop business opportunities in wholesale and corporate gifting, and drive ongoing customer loyalty. The role is based in Walpole, NH.

Key Responsibilities:

• Lead and manage the Customer Care Team at the Walpole location
• Handle multi-line phone systems, process orders, and address customer inquiries
• Collaborate closely with retail teams to deliver exceptional customer service; assist with staff training
• Design and deliver initial and annual refresher training for Customer Care Representatives
• Proactively research and develop new account opportunities
• Partner with E-Commerce management on new business initiatives
• Conduct sales outreach: develop leads through cold calling, networking, and onsite customer visits
• Build and maintain long-term customer relationships using creative follow-up communications to promote repeat business
• Promote and sell company products with deep knowledge and enthusiasm
• Respond to customer requests, quotations, and complaints promptly and professionally
• Provide thorough follow-up to uncover and secure future business opportunities
• Maintain accurate client accounts and data records
• Utilize ERP systems and business tools to implement process improvements and best practices

Requirements:

• Excellent written and verbal communication skills, as well as effective time management
• Comfortable thriving in high-pressure environments, especially during peak seasons
• Strong technical and organizational abilities
• Experience tracking and managing customer interactions and sales activities
• Motivated, results-driven, and enthusiastic team player
• Reporting and analytical capabilities
• Proficient in MS Office Suite; NetSuite experience is highly desirable
• Flexible to adjust working hours as needed to meet customer demands
• Prior order processing experience preferred