Job Description

Job Description

Job Description

Customer Service Manager – eCommerce & Durable Goods

About SWCORP: SWCORP, a recognized leader in luxury bath and home fixtures, specializes in high-quality products under esteemed brands such as ANZZI, Atlantis Whirlpools, and Meditub. Our products are crafted for comfort and style, available both online and through major retailers. With a commitment to exceptional design and performance, we empower customers to elevate their homes.

Position Overview: We’re seeking an experienced and sales-driven Customer Service Manager to lead our support team in delivering outstanding service to eCommerce customers. This role is critical in managing high-volume customer interactions through Zendesk and other ticketing systems, helping to maintain our reputation for quality while driving customer engagement and sales growth.

Key Responsibilities:

• Customer Service Leadership: Oversee a team dedicated to providing professional, prompt responses for customers purchasing durable goods, including bathtubs and luxury fixtures.
• Sales Growth Support: Implement strategies that foster customer satisfaction, upselling, and cross-selling, driving repeat business and sales growth.
• Zendesk & Ticketing Management: Optimize Zendesk workflows, ensuring efficient ticket resolution and compliance with SLAs.
• KPI and Metrics Tracking: Monitor key performance indicators (response times, resolution rates, satisfaction scores) to continually enhance service quality and support sales goals.
• Issue Resolution: Address escalated concerns, particularly around product features, warranties, and other inquiries related to durable goods, reinforcing customer loyalty.
• Team Development: Mentor and develop team members to create a collaborative, sales-oriented, and customer-focused environment.
• Cross-Department Collaboration: Partner with Sales, Product Development, and Marketing to share insights and align strategies for shared success.

• CRM Development & Management : Lead the development and implementation of a centralized Customer Relationship Management (CRM) system to unify communication, ticketing, warranty tracking, and order follow-up. Ensure the CRM integrates seamlessly with existing tools (e.g., Zendesk, Shopify, Acumatica) to support scalable, data-driven service operations. Regularly audit the CRM for accuracy, reporting, segmentation, and customer lifecycle management.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or related field preferred.
• Experience:
  • 5+ years in customer service, with a minimum of 2 years in a management role within eCommerce and durable goods.
  • Proven track record of using customer service as a channel for sales growth.
  • Expertise in Zendesk or similar platforms, with experience in workflow optimization and ticketing.
  • Background in durable goods customer support, with knowledge of complex product features and warranty resolution.
• Skills:
  • Exceptional communication skills and a customer-focused, sales-driven approach.
  • Analytical skills for performance tracking and metric improvement.
  • Ability to multitask in high-volume settings, especially during peak sales periods.

Why SWCORP?

• Competitive Compensation : Salary with quarterly bonuses based on performance and sales growth.
• Comprehensive Health Benefits : Medical, dental, and vision coverage.
• Paid Time Off : Generous PTO and company-recognized holidays.
• Career Advancement : Professional development and growth opportunities.

If you’re passionate about customer service and driven to use it as a tool for sale

SW Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Description

SW Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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