Hybrid

A quickly expanding premium pet care company in Phoenix, Arizona is seeking a Customer Service Manager to lead a small, high-performing team. The role focuses on managing customer service and deductions teams, improving processes, resolving issues, and partnering with operations to drive efficiencies. Ideal for a proactive professional with B2B retail experience and a strong reporting skill set who enjoys building relationships across departments. The company offers a flexible, pet-friendly environment with opportunities for growth and engagement in strategic projects. Employees benefit from a supportive, collaborative culture, occasional travel, and opportunities to engage with different teams across the company.

Customer Service Manager Responsibilities:

• Lead a team of account coordinators and deductions specialists, ensuring smooth workflow and clear communication
• Analyze, improve, and implement customer service processes to increase efficiency and accuracy
• Resolve complex customer issues promptly while maintaining high levels of satisfaction and professionalism
• Partner closely with operations to identify process gaps and execute effective improvements
• Generate detailed KPIs and performance reports to monitor team productivity and outcomes
• Conduct regular one-on-one meetings and provide guidance to support team growth and development
• Occasionally visit the warehouse or attend industry exhibitions to strengthen operational insight and customer understanding

Customer Service Manager Requirements:

• 5+ years in customer service management
• B2B retail or consumer product experience
• CRM and Sage software proficiency
• Strong reporting and analytical skills
• Ability to implement and improve operational processes
• Open to change and growth-oriented mindset
• Some operations understanding preferred

Benefits:

• Health insurance coverage
• 401(k) plan with company match
• 2 weeks PTO plus 20 paid holidays
• Flexible hours and pet-friendly office
• Opportunity for professional growth
• Team-oriented and supportive company culture

Join a dynamic company specializing in premium pet care, seeking a talented Customer Service Manager to lead teams, improve processes, and drive operational excellence!

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