Customer Service Assistant Manager

POSITION RESPONSIBILITIES/ACCOUNTABILITIES

• Provides customer support by researching, documenting, and resolving issues and inquiries. Assists representatives in managing customer interactions and coordinates internal actions to prevent recurring problems.
• Resolves customer concerns related to products and services, ensuring satisfaction and maintaining a positive image of AGNE.
• Responds to inquiries and provides accurate information regarding existing or potential orders.
• Coordinate communication between retailers and the transportation team by tracking and documenting order sizes, discrepancies, and anomalies. Ensure all data is accurately shared in a timely manner to support efficient logistics planning and prevent workflow interruptions in transportation operations.
• Oversee and deliver comprehensive training for both new hires and existing staff. Develop, maintain, and publish training schedules for review by team members and management. Conduct one-on-one and group training sessions focused on customer service excellence and understanding of how workflow impacts other departments and retail partners. Create, update, and manage all training materials, ensuring they are accessible in a shared public domain for cross-departmental use. Continuously evaluate and enhance training programs to support organizational goals and improve overall team performance.
• Collects and analyzes operational data to identify trends, measure performance, and support decision-making.
• Reviews and processes customer correspondence and prepares periodic reports for management review.
• Assists in improving departmental operations and implementing efficient, cost-effective systems to enhance service quality and timeliness.
• Represents the company in onboarding new customers by collaborating with internal sales, business development, finance, and other departments. This role is essential to ensuring timely and accurate setup of new accounts. Works collaboratively with and in support of the Customer Experience Manager and senior management to deliver a seamless customer experience.
• Regularly report and escalate any identified service failures or customer concerns to the Customer Experience Manager in a timely manner to maintain service quality and enhance customer satisfaction.
• Builds and maintains strong relationships with customers to understand and address evolving service needs.
• Collaborates with management to design and refine customer service processes and training initiatives that promote consistency and excellence.
• Investigates and assists in resolving customer complaints promptly to ensure a positive experience.
• Facilitates coordination between customer service and other AGNE departments to support organizational goals.
• Ensure the department collaborates closely with the procurement team in support initiatives that enhance and differentiate retailers. Provide assistance to procurement by communicating retailer ordering deadlines and facilitating the collection of retailer orders for specialty and seasonal items.
• Performs other duties as assigned or required.

ESSENTIAL SKILLS & EXPERIENCE

• Minimum of three years of supervisory or management experience in a related customer service or retail environment.
• Comprehensive knowledge of customer service standards, procedures, and best practices.
• Proven ability to resolve customer complaints and service issues effectively.
• Strong leadership and coaching skills, with experience training and supporting team members.
• Excellent communication and interpersonal skills, with the ability to build productive relationships across departments and with external partners.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a fast-paced environment.
• Skilled in data tracking, analysis, and the use of reporting tools to support service performance and decision-making.
• Proficient in the use of computers and standard business software applications.
• Ability to maintain accurate records, ensure compliance with company policies, and support continuous improvement initiatives.

REPORTING TO THIS POSITION:

• Customer Service Representatives I & II.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Work is normally performed in a typical interior/office work environment.
• No or very limited physical effort is required.
• No or very little exposure to physical risk.