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