Customer Service Manager

Summary: The Customer Service Manager leads WhisperKOOL's Customer Service team and owns the customer experience across the post-sale journey: order processing, returns, warranty, and technical support; ensuring requests are handled accurately, service standards are met, and the team has the training and tools to succeed.

The role is a key cross-functional partner to Sales, Operations, Finance, Shipping, and Product Development/R&D in resolving customer issues and driving continuous improvement.

Essential Duties and Responsibilities: Team Leadership & Development Lead, coach, and manage the Customer Service team (order processing, returns, warranty, and technical support), including hiring, onboarding, training, performance reviews, staffing plans, and schedules.

Set clear service-quality expectations and provide ongoing coaching and feedback; foster a customer-focused culture of accountability, teamwork, and continuous improvement.

Customer Experience & Escalation Management Own Customer Service standards and serve as the primary escalation point for complex customer concerns, disputes, warranty issues, and technical support cases, ensuring commitments are documented and resolved.

Identify recurring customer pain points and recommend policy, process, or product changes that balance customer satisfaction with company policy and business needs.

Order Processing Oversee accurate, timely order processing from receipt through fulfillment, and establish procedures for order entry, changes, cancellations, and backorders.

Coordinate with Sales, Finance, Operations, and Shipping to resolve order issues, prevent delays, and meet turnaround targets.

Returns & Warranty Administration Oversee return and warranty processes end-to-end, ensuring authorizations, claims, replacements, and credits are processed accurately and communicated clearly to customers.

Coordinate with Finance, Operations, Shipping, Technical Support, and Product/R&D on cases; review trends in returns and complaints and recommend improvements to reduce repeat issues.

Technical Support Provide managerial oversight of Technical Support, ensuring cases are documented, prioritized, and resolved professionally, with clear escalation paths for complex issues requiring Product Development/R&D or Engineering.

Ensure staff maintain strong product and troubleshooting knowledge; monitor recurring issues and partner cross-functionally on product, documentation, or service improvements.

Processes, Systems & Continuous Improvement Develop, document, and standardize Customer Service policies, procedures, workflows, and escalation guidelines across order processing, returns, warranty, and technical support.

Evaluate workflows to improve efficiency, accuracy, and response times; maintain accurate system data and lead or support cross-functional improvement initiatives.

Performance Management & Reporting Establish and monitor Customer Service KPIs (order accuracy, response/resolution time, case volume, ba...