We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose.

Customer Service Sr. Manager

Position Overview

The Customer Service Sr. Manager is a results-driven leader responsible for overseeing all aspects of BrandsMart USA’s customer service operations, ensuring exceptional service delivery across all channels. This role requires a strategic yet hands-on manager who can motivate and develop a high-performing team while driving continuous improvement in customer satisfaction, response times, and process efficiency. The ideal candidate will have extensive experience managing large-scale customer service operations, implementing best-in-class service practices, and leveraging technology to enhance the customer experience.

Key Responsibilities

· Lead and manage the Customer Service department, including call center operations, live chat, online support, and advanced post-sale service functions.

· Develop, implement, and monitor performance metrics and KPIs to ensure high levels of customer satisfaction and operational efficiency.

· Recruit, train, and coach team members to deliver consistent, high-quality service aligned with company standards and values.

· Partner cross-functionally with Fulfillment, E-Commerce, and Store Operations teams to resolve escalated customer issues and improve service workflows.

· Oversee customer communication strategies, ensuring timely and accurate responses across phone, email, chat, marketplaces (eBay, Amazon) and social media channels.

· Identify process bottlenecks and lead continuous improvement initiatives to streamline customer interactions and reduce resolution time.

· Collaborate with Ecomm and Marketing teams to monitor customer feedback and identify trends to improve the end-to-end customer journey.

· Manage customer inquiries and complaints across all marketplaces, including eBay and Amazon, as well as customer reviews and feedback on platforms such as Google, Yelp, and other online channels.

· Prepare and present regular reports on service performance, key metrics, and improvement plans.

· Ensure compliance with company policies, data privacy regulations, PII safety, and other relevant legal standards in all customer interactions.

Qualifications

· Bachelor’s degree in Business, Communications, Operations Management, Ecommerce or a related field (required).

· 5+ years of progressive experience in customer service management.

· Proven experience managing large, multi-channel customer service operations in a retail or consumer-facing environment.

· Strong analytical and operational mindset, with experience developing and monitoring performance metrics.

· Excellent communication and cross-functional collaboration skills; proven team player.

· Highly organized and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

· Self-starter with a proactive mindset, strong initiative, and the ability to identify and solve problems independently.