Position Overview
The Customer Service Manager leads Savannah Bee Company’s on-site Customer Service team and oversees daily service operations. This role supports and develops the team, manages coverage and performance, handles escalated customer concerns, and ensures customers receive timely, accurate, and helpful service.
Responsibilities:
- Lead, coach, schedule, and support the Customer Service team while setting clear expectations for performance and service.
- Oversee daily phone, email, and helpdesk coverage and ensure customer requests are handled promptly and accurately.
- Oversee Corporate Gifting orders
- Handle escalated or unusual customer concerns and approve appropriate resolutions, refunds, replacements, or other actions within company guidelines.
- Train and onboard Customer Service Associates on products, systems, policies, and procedures.
- Monitor workload, response times, accuracy, service quality, and unresolved customer issues.
- Oversee, refine, and simplify Customer Service SOP’s for optimal service and efficiencies.
- Prepare monthly reporting and analytics.
- Work with E-Commerce, Shipping, Retail, Wholesale, and other departments to resolve customer issues and address recurring problems.
- Perform additional related duties as assigned.
Requirements and Skills
- Three or more years of customer service, call-center, e-commerce support, retail service, or similar experience required.
- Ability to serve as a positive internal and external brand ambassador, representing Savannah Bee Company with professionalism, enthusiasm, and a solutions-oriented approach with customers and coworkers
- At least one year of team-lead, supervisory, training, or coaching experience required.
- Ability to work on-site in Savannah, Georgia, and maintain regular, reliable, and punctual attendance.
- Strong leadership, communication, organization, judgment, and problem-solving skills.
- Ability to manage competing priorities, resolve complex customer concerns, and hold employees accountable for performance.
- Previous experience using customer service, helpdesk, CRM, order-management, or e-commerce systems is strongly preferred.\
- Experience with Microsoft Office and one or more of the following platforms is strongly preferred: NetSuite, Shopify, ShipStation, Zendesk, Yotpo, or Klaviyo
Why You'll Love Working at Savannah Bee:
At Savannah Bee Company, we're passionate about creating exceptional products, unforgettable customer experiences, and a workplace where people genuinely care about one another. Since 2002, we've been sharing the wonders of the hive while inspiring healthier lives and a deeper appreciation for honeybees and the natural world.
We believe in taking care of our employees by offering a comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401(k) with company match
- Company-paid life insurance
- Employee Assistance Program (EAP)
- Paid time off, paid holidays, one floating holiday, and a Bee Day to celebrate you
- Employee discounts on Savannah Bee products
- Opportunities for professional growth and development
Our team is passionate, collaborative, and committed to making every interaction count. We believe the best work happens when talented people come together with a shared purpose, support one another, and aren't afraid to roll up their sleeves. Every role plays an important part in helping us share the magic of the hive with customers across the country.
Equal Opportunity Employment
Savannah Bee Company is committed to fostering an inclusive and diverse workplace where all individuals are valued and respected. Pre-employment background checks are conducted for this position. We welcome applications from all qualified candidates who meet the minimum qualifications for the role.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
