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Job Details

Customer Service Manager

Company name
Horizon Beverage Group

Norton, MA

Date Last Verified
May 16,2018

Posted on
May 10,2018

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Position Summary:

The Customer Service Manager is responsible for providing direction and support to our customer service team while enhancing processes to improve the level of service delivered to our customers.

Daily/Position Responsibilities (Other duties may be assigned):

  • Leads a team of 8 direct reports; holds department meetings and present reports/statistics to team

  • Researches and resolves complex customer inquiries; identify root causes and develop effective solutions

  • Acts as the escalation point for customer service

  • Develops and maintains customer service standards and processes; leads continuous process improvement

  • Creates monthly customer service productivity statistics and promotional product sales results to be presented to Senior Management; Attends Management and Operations meetings

  • Monitors ACD call volume using Contact Center Client Software

  • Oversees 5 department email accounts and arranges for online order emails to be rerouted while sales representatives are away

  • Analyze and manage the performance of the department and make scheduling and resource adjustments to achieve desired staffing levels

  • Development of customer service training materials for all new sales representatives

  • Provide customer service department performance metrics

  • Develop, monitor, and analyze metrics and key performance indicators; provide appropriate reporting to senior management

  • Responsible for processing/approving account overrides and canceling orders

  • Assists with the selection process for any new team members; manage the professional development for Customer Service Representatives through coaching, developing performance goals and monitoring the achievement of goals

  • Responsible for ordering office supplies; maintains current phone system recordings and update weather hotline

  • Coordinates reception/switchboard coverage as needed


  • Bachelors Degree (B.S./B.A.) in Business Administration or related field preferred

  • 3-5 years of previous customer service experience, preferably in a call center environment

  • 2 or more years of previous experience managing teams


This position requires advanced-level proficiency with Microsoft Office, particularly with Excel (e.g. VLookUp, pivot tables).

The ideal candidate will have a strong attention to detail, and the ability to prioritize within a multi-tasking environment. Ability to work calmly under pressure and meet tight deadlines, as well as being able to interact professionally with employees at all levels of the organization. Excellent organizational, planning and execution skills are also required.

What We Offer:

Horizon Beverage Group provides benefits, support programs, resources and expertise to help employees live healthier and safer livesat work and on the road.

*Eligibility for the following benefits depends on employment status.

  • Medical, dental and vision

  • 401(k) Plan

  • Vacation time

  • Paid Holidays

  • Short & Long Term Disability

  • Life Insurance

  • Identify protection

  • Employee Assistance Program

  • Supplemental Insurance Options

Horizon Beverage Group is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, protected veteran or disabled status.

  • Assistance from 3rd party firms is not needed at this time, please do not contact*

  • Company info

    Horizon Beverage Group

    Company Profile

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