Customer Service Manager

The Organization: Garaga is a leading manufacturer of high-quality residential, commercial, and industrial garage doors, proudly serving customers from its Ponca City, Oklahoma facility. Known for exceptional craftsmanship and innovative design, Garaga delivers durable, energy-efficient doors that combine superior performance with stylish aesthetics.With a strong focus on reliability and customer satisfaction, the Ponca City team supports distributors, contractors, and homeowners across the region, offering a wide range of customizable solutions to meet diverse needs. Backed by decades of industry expertise and a commitment to continuous improvement, Garaga stands out as a trusted partner for garage door systems that are built to last and designed to impress.Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.The Opportunity:The customer service manager is responsible for managing customer service reps and monitoring their performance, while still providing excellent service to the customer. Customer service manager will resolve emergency issues, provide training for new employees, and will handle service issues beyond customer service rep capability. Meet all customer and company expectations.Essential Job Functions:Recruiting, hiring, and training new customer service representatives, Researching strategies to further improve the customer experience.Developing standards and proceduresDocumenting customer service discussions and actionsMaintaining accurate records and files of documentationProvide sales goals and encouragement to achieve goals.Managing budget and expensesSetting and maintaining all customer service procedures and policiesAddressing returns, refunds, credits, and shipping tracking numbersRecording, organizing, and filing customer interactions and profile/account changes.Providing resources for quality customer serviceImplementing customer service strategies to improve quality of service.Addressing and resolving team and customer conflictsAnticipating and resolving customer service issuesMaintaining a professional workspace and workflow; evaluating representative performanceRequirements/Skills: Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and mannerAble to multitask, prioritize, and manage time efficientlyEncouraging to team and staff; able to mentor and leadAble to analyze data and sales statistics and translate results into better solutionsExcellent verbal and written communication skillsSelf-motivated and self-directedComfortable in both a leadership and team-player roleCreative problem solver who thrives when presented with a challenge.Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software.Excellent time management and prioritization skills.Ability to answer phone, listen actively, relay information, and type basic information simultaneously; and Customer focused for a positive customer experience and resolutionQualifications: Bachelor's degree in business administration, business, or related field5+ years' experience in customer support, client services, sales, or a related fieldExcellent customer care and focus; ability to assess customers' needs and provide correct answer, path, troubleshooting, or method for a positive customer experiencePhysical Demands:Occasionally walk the manufacturing floor for familiarity of product and processes

Created: 2025-10-15