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9 days ago
Simply Recruitment Partner
Salary band: $10k - $15k
Location: North America, United States, Maryland
Job type: Permanent
Contact: The Petting Zoo, Inc.
Category: Finance and Accountants
Job Description:

The Petting Zoo, Inc., located in Hanover, MD, is looking for an experienced Customer Service Manager / Office Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the Customer Service Department and office running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet customer's expectations. The Petting Zoo, Inc. is a $10 million small business plush and novelty toy company founded 22 years ago by owner John Lizewski. The approximately 50 employees work together to create the newest, trend-forward designs in an ever expanding collection of plush, resin, hoodies and more. The company's cute and cuddly product is sold worldwide. Its primary target markets are zoos, aquariums, museums, resort gift shops and the gift industry. The company prides itself on offering the highest quality wholesale plush at the greatest value. The Customer Service Manager Responsibilities will be: Improve current customer service experience, create engaged customers and facilitate organic growth. (The company's reputation has suffered thru tardy shipments and lack of internal controls which allowed the sales force to operate independently of company policies). Take ownership of customer's issues and follow problems through to resolution. (A new set of Sales Policies went into effect recently that Customer Service will need to enforce.) Set a clear mission and deploy strategies focused towards that mission. (The company brought in new senior management earlier this year.) Keep accurate records and document customer service actions and discussions. Analyze statistics and compile accurate records. (A computer system upgrade is scheduled during the next four months.) Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment. (The current C/S staff is four.) Keep ahead of tourist, resort and gift industry developments and apply best practices to areas of improvement. Control resources and utilize assets to achieve qualitative and quantitative targets. Adhere to and manage the approved budget. Maintain an orderly workflow according to priorities along with the skills and experience to write Customer Service policies, procedures and processes. Implement proper administration, task execution, follow-thru and accountability thru good interpersonal skills. Serve as a role model for the staff and generate motivational factors in the company. Problem solving flexibility, creativity and good business judgment in grey decision-making areas. The Office Manager responsibilities will be: Assign and monitor clerical and administrative responsibilities and tasks among office staff. Allocate available resources to ensure maximum efficiency. Organize orientation and training of new staff members. Coach, mentor and discipline office staff. Establish and monitor procedures for record keeping. Ensure security, integrity and confidentiality of data. Oversee adherence to office policies and procedures. Implement procedural and policy changes to improve operational efficiency. Monitor, review, approve and maintain office supplies inventory. Manage internal staff relations. Keep management informed by reviewing and analyzing special reports; summarizing information and identifying trends. Understand how each and every department functions together "as a team." Understand how information gaps between departments occur and have the ability and experience to identify these and other issues between departments, work through them and implement steps to permanently resolve such issues. Requirements for position are: Proven working experience as a Customer Service Manager / Office Manager. Experience in providing customer service support. Excellent knowledge of management methods and techniques. Proficiency in English. Working knowledge of customer service software, databases and tools (Working knowledge of PointForce 7.1 a plus). Ability to think strategically and tactically as well as fiscally and to lead. Strong client-facing and communication skills. Advance troubleshooting and multi-tasking skills. Customer service orientation. Bachelor's Degree in Business Administration or related field. Master's Degree a plus. Knowledge of Accounting, data and administrative management practices and procedures. Knowledge of Human Resources management practice and procedures. Knowledge of Credit, Collections and Tele-Sales management practices and procedures. Key Competencies are: Communication skills Problem analysis and assessment Judgment and problem solving Decision making Planning and organization Work and time management Attention to detail and high level of accuracy Delegation of authority and responsibility Information gathering and monitoring Coaching skills Initiative Integrity Adaptability Teamwork and collaboration Gets the big picture AND the same picture. Ability to work in fast-paced environment. Salary is commensurate with experience. Benefits include normal corporate health insurance plans with employee co-pay; SIMPLE retirement plan; vacation, sick and holiday time off allowances, etc.

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