DEDON, Inc. and Gloster Furniture, both recognized leaders in luxury design and manufacturing, are eagerly seeking a Customer Service Manager for our High Point NC location, reporting to the Director of Process & Systems Improvement.
Ideal candidates display the following characteristics:
· Listens actively and without defensiveness.
· Translates complex issues into simple explanations.
· Motivates the team, not just manages tasks.
· Gives constructive feedback that helps people grow.
· Models the behavior they expect from others.
· Creates a positive, accountable culture.
· Balances customer satisfaction with company policy
· Creates efficient workflows.
· Documents procedures clearly
· Ensures consistency across the team.
Duties and Responsibilities:
· Serve as the primary client liaison for the U.S., Canada, and Latin American markets, while supporting sales teams, retailers, and hospitality representative groups.
· Supervise a team of Client Services Representatives responsible for end-to-end order fulfillment.
· Establish and elevate service standards in alignment with best-in-class luxury customer experience expectations.
· Develop, improve, and implement productivity and performance standards for Client Services processes.
· Track and analyze customer inquiries and complaints; recommend improvements to products, services, or processes to enhance customer satisfaction.
· Set departmental goals, priorities, and expectations to ensure timely execution and accountability.
· Ensure adherence to Client Services policies, guidelines, and procedures.
· Coordinate with cross-functional departments to provide accurate and timely responses to client needs and concerns.
· Represent the company at furniture shows and industry events as needed.
Job Specifications:
· Bachelor’s degree (BA or BS), with a minimum of three (3) years of relevant managerial experience in Client Services, sales, sales coordination, sales support, or marketing.
· Strong ability to work collaboratively as part of a team.
· Exceptional customer service and relationship-management skills.
· Proven problem-solving and issue-management capabilities.
· Excellent interpersonal, communication, and influencing skills.
· Experience with Microsoft Business Central preferred.
· Exposure to the furniture industry and experience with luxury or high-end products is strongly preferred.
· General understanding of supply chain processes, including production, logistics, and basic manufacturing.
· Highly proactive, self-motivated, and detail-oriented.
· Advanced proficiency in Microsoft Office applications.
