E.S. Kluft & Company is known for a long story of building only the best mattress in the U.S.! We are the company of choice for luxurious high-quality mattresses and want to be the employer of choice for your next career employment opportunity.
JOB PURPOSE: We seek an experienced and results-driven Customer Service Manager to lead our customer satisfaction efforts at ESKLUFT. As a key team member, you will develop and implement strategies to ensure exceptional customer service, resolve customer complaints, and drive continuous improvement in our customer experience
DUTIES AND RESPONSIBILITIES:
- Oversee the daily operations of the customer care team to ensure efficient and effective resolution of customer inquiries and issues.
- Develop and implement customer service standards, policies, and procedures
- Monitor and analyze customer feedback, complaints, and satisfaction metrics
- Identify and address service gaps, implementing corrective actions as needed
- Collaborate with internal teams to resolve customer concerns and improve overall customer experience
- Develop and conduct training programs to enhance customer service skills
- Foster a customer-centric culture throughout the organization
- Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
- Ensure compliance with regulatory requirements and industry standards
- Analyze and report on key performance indicators (KPIs) to measure customer service effectiveness
- Perform other duties as assigned by management
QUALIFICATIONS:
- Bachelor's degree in Business Administration or related field
- 5 or more years of experience in customer service management
- Proven track record of success in improving customer satisfaction
- Excellent communication, leadership, and problem-solving skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Strong analytical and data interpretation skills
- Experience with customer relationship management (CRM) software and technology, SAP preferred
Benefits:
Competitive pay, medical, dental, vision, life, paid time off, sick pay, holidays, and 401(k) match up to 4%.
Job Type: Full-time, On Site in Rancho Cucamonga
Job Type: Full-time
Pay: Up to $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you hold a Bachelors Degree?
Experience:
- Customer service management: 5 years (Required)
- CRM software: 4 years (Required)
- SAP: 4 years (Required)
Language:
Ability to Commute:
- Rancho Cucamonga, CA 91730 (Required)
Work Location: In person