Customer Success Manager

About This Role

This role is responsible for overseeing office operations, managing customer service functions, and handling key accounts within the furniture industry. You will ensure smooth communication among departments and deliver exceptional customer satisfaction.

Responsibilities

• Manage the Customer Service function, vendor communication, order flow, inventory accuracy, and select administrative tasks.
• Oversee customer operations and ensure effective communication across all departments.
• Serve as a point of contact for major accounts, ensuring customer satisfaction and long-term retention.
• Deliver outstanding service throughout the entire order process.
• Liaise with sales, logistics, accounting, and production to deliver excellent customer experiences.
• Collaborate with production, development, and designers to resolve customer issues and ensure satisfaction.
• Understand product details, industry expectations, and proactively resolve client issues.
• Guide the customer service function and supervise Customer Service Associates.
• Oversee customer support for all existing and future clients.
• Edit and enter customer orders accurately while maintaining pricing models.
• Lead and manage sales orders and sales invoicing.
• Track and report on order status and logistics updates, coordinating closely with production, logistics, and warehouse teams.
• Handle challenging customer interactions professionally, focusing on resolution and maintaining brand integrity.
• Strengthen customer relationships through courteous interactions and proactive outreach.
• Partner with Sales to suggest opportunities for complementary items, special offerings, or reorders.
• Oversee showroom inventory control.
• Support basic inventory analysis.
• Assist in documenting and refining SOPs to improve efficiency and consistency.
• Provide backup administrative support for executive projects.
• Partner with Logistics in the negotiation of contracts with shipping carriers and vendors.

Requirements

• Experience in customer service within the furniture or furniture-related industry
• Proven ability to manage key accounts and maintain high levels of customer satisfaction
• Strong understanding of office operations and employee communication
• Excellent interpersonal and written communication skills
• Highly organized and detail-oriented, with strong problem-solving abilities
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Proficient in Google Workspace

Qualifications

• Experience in customer service within the furniture or furniture-related industry.

Skills

* Required skills

Benefits