Customer Service ManagerInteriorworx • Salt Lake City, Utah, United States

Customer Service Manager

Interiorworx • Salt Lake City, Utah, United States

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Krosswood Doors is a leading provider of high-quality interior and exterior doors, specializing in online sales to homeowners, contractors, and distributors nationwide. Our digital-first platform enables customers to browse, select, and purchase doors conveniently from anywhere, ensuring a seamless online shopping experience. As we continue to expand our online presence and grow our business, we are seeking a dynamic leader to build a best-in-class customer service organization that supports our e-commerce operations and delivers outstanding service at every digital touchpoint.

We are seeking a Customer Service Manager in our Salt Lake City office to join our team and uphold our reputation for unparalleled customer satisfaction. This is a critical "player-coach" role for an individual passionate about building processes, mentoring teams, and enhancing the customer journey. You will not only manage a team of representatives and handle escalated issues, but you will also spearhead the implementation and optimization of the HubSpot CRM within the department. The ideal candidate will be instrumental in creating and monitoring key performance metrics to drive efficiency and ensure unparalleled customer satisfaction as we scale.

Core Responsibilities :

Team Leadership & Development :

Lead, mentor, and manage a small team of Customer Service Representatives, fostering a collaborative and high-performance culture.

Serve as the primary point of contact for complex customer escalations, resolving issues in a timely and empathetic manner.

Act as a "player-coach" by directly assisting customers with product selection, order placement, and shipment tracking during peak times or for training purposes.

Systems & Process Improvement :

In cooperation with our IT team, guide the strategic implementation and daily management of HubSpot CRM to track all customer interactions and create a unified customer view.

Develop, monitor, and report on key performance indicators (KPIs) such as first-call resolution, average response time, customer satisfaction (CSAT), and ticket volume.

Analyze customer service data to identify trends, pinpoint process inefficiencies, and drive continuous improvement initiatives to enhance the overall customer experience.

Cross-Functional Collaboration :

Collaborate closely with Sales and Production teams to ensure a seamless end-to-end customer experience, from initial inquiry to final delivery.

Provide critical feedback from customers to relevant departments to inform product development, sales strategy, and operational adjustments.

Qualifications : Required :

3-5 years minimum experience in customer service management or a CS team lead role.

Demonstrated experience with implementing or managing a CRM system (HubSpot experience is strongly preferred).

Strong analytical skills with the ability to create, track, and interpret service metrics and KPIs.

Exceptional problem-solving abilities and a customer-centric mindset.

Excellent leadership, coaching, and communication skills, both verbal and written.

Ability to thrive in a fast-paced environment, managing multiple priorities effectively.

This is a full-time, in-office position in our Salt Lake City office.

Preferred :

Experience within the building materials, construction, or a related industry.

Knowledge of doors and related products is a significant plus.

Experience with NetSuite / Oracle is also a plus.

Benefits :

Competitive salary commensurate with experience.

Comprehensive benefits package including health insurance, retirement savings plan, and paid time off.

Opportunities for career advancement and professional development.

A dynamic and supportive work environment with a focus on teamwork and collaboration.

Employee discounts on Krosswood Doors products.

Please note this is an in-office position only

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Customer Service Manager • Salt Lake City, Utah, United States