Customer Service Manager

Job Title: Customer Service Manager

Company: Mister Spear Inc

Location: Hybrid

Job Type: Full-Time

About Mister Spear Inc

Mister Spear Inc, a premium Stockton-based gourmet produce supplier specializing in high-end asparagus, is seeking a proactive Customer Service Manager to lead support operations and uphold their quality guarantee. The role requires managing customer interactions, coordinating logistics, and mentoring staff, with a focus on delivering a "garden fresh" experience. We are a customer-focused retail and e-commerce company offering a wide range of specialized products and accessories. The company is committed to delivering high-quality products, educational resources, and an exceptional customer experience for both new and experienced users. With an emphasis on product knowledge, accessibility, and value, Mister Spear Inc strives to build long-term relationships with its customers through responsive support and service excellence.

Position Summary

The Customer Service Manager is responsible for overseeing all customer support operations, ensuring a seamless and positive customer experience across all channels. This role leads a team of service representatives, develops service strategies, and drives continuous improvement in customer satisfaction, response times, and issue resolution.

The ideal candidate is a results-driven leader with strong communication skills, experience in e-commerce or retail environments, and a passion for delivering exceptional service.

Key Responsibilities

* Lead, supervise, and develop the customer service team to achieve performance goals

* Design and implement customer service policies, procedures, and quality standards

* Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction (CSAT)

* Manage escalated customer issues and ensure timely, professional resolution

* Oversee multi-channel support operations (email, chat, phone, and online platforms)

* Collaborate with sales, logistics, and product teams to improve customer experience and operational efficiency

* Identify customer trends and feedback to recommend product or service improvements

* Implement training programs to enhance product knowledge and service delivery

* Ensure compliance with company policies, service-level agreements (SLAs), and industry best practices

* Prepare reports and provide insights to senior management on customer service performance

Qualifications

* Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience)

* 2–3+ years of customer service experience, including at least 2 years in a leadership role

* Experience in retail, e-commerce, or product-based environments preferred

* Strong leadership, coaching, and team management skills

* Proficiency with CRM systems and customer support tools

* Excellent verbal and written communication skills

* Strong problem-solving and conflict resolution abilities

* Ability to work in a fast-paced, customer-centric environment

Preferred Qualifications

* Experience managing online customer support operations

* Knowledge of inventory, order fulfillment, and product lifecycle processes

* Familiarity with analytics and reporting tools

* Certification in customer service, customer experience (CX), or management

Core Competencies

* Customer Focus & Relationship Management

* Leadership & Team Development

* Communication & Interpersonal Skills

* Process Improvement & Operational Efficiency

* Data-Driven Decision Making

What We Offer

* Competitive salary and performance-based incentives

* Health, dental, and vision benefits

* Paid time off and company holidays

* Professional development and growth opportunities

* Collaborative and customer-focused work environment

* Bachelor’s degree in Business Administration, Communications, Management, or a related field (or equivalent practical experience)

* Minimum of 2–3 years of experience in customer service, with at least 2 years in a supervisory or management role

* Proven experience in a retail or e-commerce environment, preferably supporting online customer interactions

* Strong leadership skills with the ability to motivate, coach, and develop high-performing teams

* Demonstrated ability to manage customer escalations and resolve complex issues professionally and efficiently

* Proficiency in customer relationship management (CRM) systems and helpdesk software (e.g., Zendesk, Salesforce, or similar tools)

* Experience analyzing customer service metrics (KPIs) such as CSAT, response time, and resolution rate, and using data to drive improvements

* Excellent verbal and written communication skills, with a strong focus on customer satisfaction

* Strong organizational and time-management skills, with the ability to handle multiple priorities in a fast-paced environment

* Ability to collaborate cross-functionally with sales, operations, and logistics teams

* Competitive Compensation: Market-aligned salary with performance-based bonuses and incentives

* Health & Wellness: Comprehensive medical, dental, and vision insurance plans

* Paid Time Off: Generous PTO policy including vacation days, sick leave, and paid holidays

* Retirement Plan: 401(k) plan with company contribution or matching (where applicable)

* Professional Development: Ongoing training, certifications, and career advancement opportunities

* Work Flexibility: Options for remote or hybrid work arrangements (based on role and location)

* Employee Discounts: Exclusive discounts on Mister Spear Inc products and services

* Performance Recognition: Employee recognition programs and performance rewards

* Supportive Work Environment: Collaborative, inclusive, and growth-oriented company culture

* Technology & Tools: Access to modern customer service platforms and tools to support productivity

* Employee Assistance Program (EAP): Confidential support services for personal and professional well-being