Job Description

Customer Care Manager

Tasks, duties and responsibilities:

Overseeing production shop operations

Keeping detailed and accurate records of customer interactions, transactions, comments and

complaints

Handling customers complaints by providing appropriate solutions and alternatives, an then

following up to ensure resolution

Assistance with the placement of orders, refunds, or exchanges

Cooperation with the Operations Manager to ascertain proper customer service is being

delivered

Answering incoming calls regarding service questions, product problems, billing issues, and

general client concerns

Regular update an maintenance of customer’s account using computer software programs

The Customer Care Manager is expected to maintain an empathetic, positive, and professional attitude

towards customers at all times to improve customer satisfaction and feedback regarding specific

products and services.

Another function of this position is the handling of front-facing duties, which include interacting with

customers in person, over the phone, and/or via email and social media with the ultimate view of

maintaining a high level of professionalism and presenting the organization in the best possible light

Some of the essential skills and qualifications that are required:

Excellent written and verbal communication skills to interact with customers effectively

Possession of customer orientation and the ability to respond/adapt to different types of

characters

Ability to remain calm even when customers are stressed and upset

Good computer skills to be able to effectively utilize necessary computer software to help keep

customers accounts

Experience as a Customer Care Manager or proven customer support experience

Ability to prioritize duties and perform multiple tasks simultaneously, and to manage time

effectively

Minimum of high school diploma educational level or GED

General knowledge of Quickbooks, SOS inventory and internet operations a plus. Ability to maneuver

website and website operations. Great communication skills will be required. Knowledge of UPS a

bonus on this job.