Customer Service Manager

As a second-generation, family-owned leader in bedding and home décor, exceptional customer service and precise order management are the cornerstones of our business success. We're seeking an experienced Customer Service Manager to oversee and enhance our end-to-end order-to-cash process, including order entry, credit and inventory validation, order release, and proactive post-shipment support. You'll lead a dedicated seven-person team (Customer Service and Order Management), ensuring swift and effective resolution of customer inquiries and issues, while continuously driving improvements in efficiency, accuracy, and customer satisfaction.

This role offers the opportunity to significantly impact both customer experience and business growth in a dynamic, collaborative environment.

• Lead, coach, and develop our seven-person team that handles both customer service and order management, setting clear KPIs and providing ongoing feedback, training, and recognition
• Receive customer orders via EDI, email, and portal, validate pricing, credit, and inventory, and release accurate pick tickets to the warehouse within published lead times
• Monitor fulfillment through pick-pack-ship, resolve exceptions in real time, and ensure every shipment meets routing-guide and chargeback standards
• Own post-shipment service: manage RMAs, freight claims, and delivery disputes, close each ticket to the customer’s satisfaction, and turn recurring issues into process fixes
• Partner cross-functionally with Sales, Marketing, Product, and Finance to launch promotions, support key accounts, and surface customer insights that drive revenue growth
• Analyze performance metrics (order cycle time, OTIF, CSAT, chargeback rate), present insights to leadership, and implement data-driven improvements
• Champion SOP excellence: document processes in Notion, audit compliance, and refine workflows for scalability, efficiency, and cost control
• Negotiate with freight and service vendors to reduce landed cost while maintaining service levels
• Steward our Irving office/warehouse environment, coordinating maintenance, safety, and minor renovations to keep the facility productive and welcoming
• Roll up your sleeves for trade shows and special projects—titles are flexible in a growth company

• 8+ years in customer service or order operations, including 2+ years leading high-performance teams of 5 or more
• Background in wholesale trade—especially serving B2B accounts like retailers and furniture stores—is strongly preferred, though not required
• Demonstrated success owning order intake, order release, and post-shipment service in a wholesale or omni-channel environment
• Data-first mindset with strong Excel or Google Sheets skills (formulas, pivot tables) and experience extracting insights from ERP, WMS, and help-desk platforms; SAP a plus
• Proven track record of creating or overhauling SOPs that cut lead times, reduce errors, and boost customer satisfaction
• Clear, confident written and verbal communicator who can defuse tough situations and inspire a team
• Ownership mentality, flexible schedule, and willingness to support a 24/7 business when needed
• Bachelor’s degree in Business, Communications, Supply Chain, or a related field—or equivalent operations experience