Customer Service Manager - Bradenton Onsite

Tervis first introduced America to our iconic insulated drinkware in 1946. Since then, we’ve continued to delight our customers with thousands of creative designs and customizable options, hundreds of licenses, innovative new products, and a total commitment to sustainability and responsibility. We make drinkware with personality for use at home and on the go, on our website 24/7, and through partnerships with premium retailers nationwide.

Position Summary:

Manage and Lead Customer Service teams by ensuring exceptional, award winning service and brand extension goals are met and maintained.

Essential Functions:

Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

Works with Leadership to achieve customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Determines customer service requirements by maintaining contact with customers; visiting operational environments; working with marketing analysis to conduct surveys, and form focus groups; benchmarking best practices; analyzing information and applications.

Improves customer service quality results by studying, evaluating, and re‑designing processes; establishes and communicates service metrics; monitors and analyzes results; drives changes.

Partners with the management team to align customer service department policies and systems with the company's objectives

Oversees customer issues and ensure effective and long‑term problem resolution.

Implementation of AI tools to more effectively serve customers

Other daily duties may include

helping to develop or update customer service policies and procedures

managing or leading a team of customer services staff

handling more complex enquiries and complaints

authorising refunds or other compensation to customers

making sure accurate records are kept of communications with customers

analyzing key management information to see how well customers are being served

helping to recruit, train and appraise new staff

keeping up to date with developments in customer service, for example data protection.

Coaches Team in order to achieve high performance. Structures the training agenda for department members.

Works continually towards self‑development to stay current on customer service, sales and supervisory procedures & practices.

Working Conditions:

• Works in an open environment
• Shifts are 8 hours Monday through Friday onsite at 4514 19th St Ct E, Bradenton, FL 34203

Other duties and responsibilities:

This job description does not list all job duties. Occasionally supervisors or managers may ask you to perform other duties. Performance is measured against the tasks listed in this job description and these other duties.

Management has the right to revise the job description at any time. The job description is not a contract for employment and either you or the employer may terminate employment at any time, for any reason.

Education:

Bachelor's Degree preferred or 5years of related experience

A demonstrated ability to lead people and get results through others.

An ability to think ahead and plan over a 3-9 month time span.

Problem analysis and problem resolution at a functional level.

Employee training and development.

Computer proficiency.

• Health insurance plans through FL Blue, including a Health Savings Account (HSA) w/Employer Contribution
• Telemedicine – both Health and Counseling – 24/7/365 access
• 401(k) through Empower
• Paid Time Off
• Holiday Pay
• Tuition Reimbursement
• Wellness Reimbursement
• Employee Discount on Tervis Products