Position Summary
The Customer Service Manager is responsible for leading the front-end customer experience at Taylor’s Bakery by ensuring exceptional service, efficient operations, strong communication, and team accountability. This position oversees customer service staff, handles customer concerns, supports daily operations, and helps maintain the bakery’s reputation for quality and hospitality.
The Customer Service Manager leads by example, creates a positive work environment, and ensures that all guests receive friendly, timely, and professional service.
Essential ResponsibilitiesCustomer Experience
- Ensure every customer receives outstanding service both in-store and over the phone
- Resolve customer concerns professionally and promptly
- Monitor customer feedback and communicate trends to management
- Maintain a welcoming, clean, and organized front-end environment
- Ensure accurate order taking and communication with production teams
Team Leadership
- Supervise and support customer service associates
- Assist with hiring, onboarding, and training new employees
- Coach employees on customer interaction, professionalism, and company expectations
- Create and maintain employee schedules as assigned
- Hold staff accountable for attendance, performance, and cleanliness standards
- Lead by example through professionalism and positive attitude
Operational Responsibilities
- Ensure phones, emails, and customer inquiries are answered in a timely manner
- Verify that orders are entered accurately into the system
- Monitor front-end workflow and staffing needs throughout the day
- Communicate effectively with production, decorating, and management teams
- Assist with inventory awareness for retail and office supplies
- Support implementation of company procedures and operational improvements
Administrative Duties
- Assist with reporting, documentation, and communication logs
- Ensure customer issues and resolutions are properly documented
- Participate in management meetings and operational discussions
- Other duties as assigned
Qualifications
- Previous customer service and leadership experience required
- Bakery, restaurant, retail, or hospitality experience preferred
- Strong communication and problem-solving skills
- Ability to multitask in a fast-paced environment
- Comfortable using computers, email, and POS/order systems
- Strong organizational and leadership abilities
- Ability to work flexible hours including weekends and holidays as needed
Physical Requirements
- Ability to stand for extended periods
- Ability to lift up to 25 pounds occasionally
- Ability to work in a fast-paced bakery environment
Key Performance Indicators (KPIs)
- Customer satisfaction and complaint resolution
- Order accuracy
- Phone and email response timeliness
- Employee attendance and accountability
- Front-end cleanliness and organization
- Staff training completion
- Team productivity and communication
- Reduction in customer service errors
Reporting Structure
Reports To:
- Operations Manager / General Manager
Supervises:
- Customer Service Associates
- Front Counter Staff
- Phone/Order Support Staff
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
Shift:
- 8 hour shift
- Day shift
- Morning shift
Work Location: In person
