Customer Service Manager

The Customer Service Manager leads WhisperKOOL's Customer Service team and owns the customer experience across the post-sale journey: order processing, returns, warranty, and technical support; ensuring requests are handled accurately, service standards are met, and the team has the training and tools to succeed. The role is a key cross-functional partner to Sales, Operations, Finance, Shipping, and Product Development/R&D in resolving customer issues and driving continuous improvement.

Essential Duties and Responsibilities:

• Lead, coach, and manage the Customer Service team (order processing, returns, warranty, and technical support), including hiring, onboarding, training, performance reviews, staffing plans, and schedules.
• Set clear service-quality expectations and provide ongoing coaching and feedback; foster a customer-focused culture of accountability, teamwork, and continuous improvement.

Customer Experience & Escalation Management

• Own Customer Service standards and serve as the primary escalation point for complex customer concerns, disputes, warranty issues, and technical support cases, ensuring commitments are documented and resolved.
• Identify recurring customer pain points and recommend policy, process, or product changes that balance customer satisfaction with company policy and business needs.

Order Processing

• Oversee accurate, timely order processing from receipt through fulfillment, and establish procedures for order entry, changes, cancellations, and backorders.
• Coordinate with Sales, Finance, Operations, and Shipping to resolve order issues, prevent delays, and meet turnaround targets.

Returns & Warranty Administration

• Oversee return and warranty processes end-to-end, ensuring authorizations, claims, replacements, and credits are processed accurately and communicated clearly to customers.
• Coordinate with Finance, Operations, Shipping, Technical Support, and Product/R&D on cases; review trends in returns and complaints and recommend improvements to reduce repeat issues.

Technical Support

• Provide managerial oversight of Technical Support, ensuring cases are documented, prioritized, and resolved professionally, with clear escalation paths for complex issues requiring Product Development/R&D or Engineering.
• Ensure staff maintain strong product and troubleshooting knowledge; monitor recurring issues and partner cross-functionally on product, documentation, or service improvements.
• Develop, document, and standardize Customer Service policies, procedures, workflows, and escalation guidelines across order processing, returns, warranty, and technical support.
• Evaluate workflows to improve efficiency, accuracy, and response times; maintain accurate system data and lead or support cross‑functional improvement initiatives.

Performance Management & Reporting

• Establish and monitor Customer Service KPIs (order accuracy, response/resolution time, case volume, backlog, returns/warranty activity, complaints) and analyze trends to identify gaps and opportunities.
• Maintain accurate records and provide management with regular updates on performance, significant issues, and recommended actions.

Cross-Functional Collaboration

• Serve as the primary liaison between Customer Service and Sales, Operations, Finance, Shipping, and Product Development/R&D, resolving customer‑impacting issues quickly and communicating recurring feedback to stakeholders.
• Advocate for the customer while balancing operational feasibility, company policy, and business objectives.
• Lead the AMP Committee in partnership with Marketing to strengthen customer outreach and grow the technician referral program.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Focus:
  Maintains a…