Customer Service Manager

Job Type: Full-timeOverview: Are you ready to drive change and innovation? Balta Rugs, a leader in the global area rug market, is seeking a Customer Service Manager to spearhead our customer service initiatives both in-stores and online. This role is central to our strategy as we expand our digital footprint on Ecommerce platforms, and strengthen our presence in high-volume brick-and-mortar retail with partners such as Target, Home Depot, Lowe's, national furniture store chains, and direct importers. What You'll Do:Manage and grow a customer service team of 4-5 (and growing) members and fostering a culture of excellence and innovation.Manage all aspects of customer service across digital and physical retail channels, ensuring seamless experiences for a diverse customer base.Lead the transition of our customer service operations from SAP to Microsoft Dynamics, partnering closely with Balta IT to ensure a smooth and efficient changeover by 2025.Implement cutting-edge technologies such as AI-based chat , advanced ticketing systems with the support of IT and operations. Develop strategies to integrate customer service operations with both online marketplaces, Baltarugs.com, and brick-and-mortar stores, driving consistent service excellence across all platforms.Analyze performance data to continually refine service processes and improve customer satisfaction. Who You Are:You possess a Bachelor’s degree in Business, Communications, or a related field, with at least 3 years of leadership experience in customer service, ideally across both e-commerce and physical retail environments.You believe in and prioritize the collective success of the team and are quick to jump in, help, mentor, and coach your team members You thrive in a fast-pace environment, and take ownership when problem solvingYou build trust quickly, leading by influence with the ability to translate between commercial and operational audiences Experience using major ERP systems, and eager to lead a team through change. Direct experience with drop ship (ex: Wal-Mart, Target, THD, Lowe’s, Amazon, Wayfair) a plusProficient in Microsoft excel, with the ability to train team members (vlookup, pivot tables, etc)·        Ability to work cross-functionally between Finance, Sales, IT, and Production to service the customer·        Ownership of order process flow from order entry to invoicingA dynamic leader capable of building and motivating teams, particularly in new settings and possibly during relocation phases.Experience working with end-consumers, and how to build SOP to support Highly skilled in communication and able to manage complex partnerships with major retailers as well as internal stakeholders.Enthusiastic about creating innovative customer service solutions that effectively blend traditional and digital retail.Why Join Us:Lead the charge in marrying traditional retail with digital trends at a leading home décor company.Hybrid work environment – 3 days a week in-officeBenefit from a competitive salary, comprehensive benefits, and significant opportunities for career progression.How to Apply: If you’re a visionary leader who thrives in fast-paced environments and is passionate about transforming customer service in the retail sector, we want to hear from you. Apply with your resume and a cover letter that showcases your approach to leading teams and managing technological transitions.Balta Rugs is dedicated to creating an inclusive workplace and is an equal opportunity employer. We celebrate diversity and are committed to creating an environment where all employees can thrive.