Benefits:
- 401(k) matching
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Position Summary
The Customer Relations Manager is responsible for overseeing customer relations, supervising the Customer Relations Analyst and warehouse team, and ensuring efficient daily operations. This position focuses on maintaining customer satisfaction, managing order fulfillment, ensuring inventory accuracy, and improving operational processes while promoting team productivity and accountability.
Key Responsibilities
• Team Management: Lead, supervise, train, and evaluate the Customer Relations Analyst and warehouse team to ensure productivity, accountability, and adherence to company standards.
• Customer Relations: Build and maintain strong customer relationships, address inquiries, resolve complaints, and ensure exceptional customer service.
• Order Fulfillment: Oversee order processing, picking, packing, and shipping to ensure accuracy and timely delivery.
• Inventory Management: Monitor inventory levels, maintain stock accuracy, oversee inventory counts, and resolve discrepancies.
• Warehouse Operations: Oversee daily warehouse activities, ensure efficient workflow, maintain organization, and enforce safety and operational procedures.
• Performance Management: Establish departmental goals, monitor employee performance, and implement strategies to improve productivity and efficiency.
• Cross-Functional Collaboration: Coordinate with sales, logistics, and other departments to ensure smooth operations and customer satisfaction.
• Reporting: Prepare and submit accurate monthly reports covering customer relations, order fulfillment, inventory, and operational performance.
• Process Improvement: Identify operational challenges and implement solutions to enhance efficiency, accuracy, and customer experience.
- Perform additional duties as assigned.
Qualifications
• Bachelor's degree required in Business Administration, Management, Operations Management, Supply Chain Management, or a related field.
• Minimum of 3–5 years of experience in team management, customer service, customer relations, or operations management.
- Proven experience supervising, coaching, and developing employees while driving team performance and accountability.
- Experience in warehouse operations, inventory management, and order fulfillment preferred.
- Strong leadership, interpersonal, communication, and conflict-resolution skills.
- Demonstrated ability to manage customer concerns and maintain high customer service standards.
- Excellent organizational, analytical, and problem-solving skills with strong attention to detail.
- Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
- Ability to maintain confidentiality and demonstrate professionalism.
- Proficiency in QuickBooks, Microsoft Office Suite, and CRM software.
Key Performance Indicators (KPIs)
- Customer satisfaction and complaint resolution
- Order fulfillment accuracy and timeliness
- Inventory accuracy and discrepancy reduction
- Warehouse productivity and operational efficiency
- Employee performance and accountability
- Timely and accurate monthly reporting
Position Expectations
The Customer Relations Manager is expected to demonstrate effective leadership, operational accountability, and a commitment to customer satisfaction. This position is responsible for ensuring the Customer Relations Analyst and warehouse team perform efficiently while maintaining accurate inventory, timely order fulfillment, and consistent operational standards.
Additional duties and responsibilities may be assigned based on business needs.