Customer Service Manager

Job Description: Customer Service Manager

Overview: The Good Book Company strives to serve our customers with books and
resources which will help them share and deepen their Christian faith. As such, great
customer service is a central part of our mission and the Customer Service Manager
is a pivotal member of the team in our Charlotte, NC office. This exciting and
collaborative role includes engaging with our customers via multiple channels,
developing internal processes, processing orders, and advocating for customer
interests across the organization. The successful candidate is servant-hearted,
proactive, a great communicator and highly organized. They consider themselves to
be a “people person” and a lifelong learner.

Location: Charlotte, NC
Reports to: VP Operations
Salary & Benefits: $35,000-$45,000 (depending on experience), health contribution
and matched retirement benefits

Responsibilities:

Customer Service

● Review and prioritize incoming customer requests:
○ Be the first in line to answer incoming calls, chats, and emails
○ Leverage existing infrastructure to deliver innovative solutions for
customers
○ Process customer orders

● Collaborate on website enhancement:
○ Refine language used across all customer service webpages
○ Attend website development committee meetings
○ Progress website improvements with the VP Operations, such as
customer self-service options
● Analyze data to ensure productivity levels and quality service levels are
maintained
● Maintain up-to-date knowledge of stock levels and shipments
● Build relationships with key customers
● Identify and communicate leads to VP Sales
● Optimize departmental reporting with the help of our in-house Data Analyst

Ministry Partners Program

● Meet monthly with the Ministry Partners committee to brainstorm creative
solutions and exclusive deals for customers in ministry
● Execute administrative tasks associated with the program, such as
organization approvals and email building
● Brief technical improvements as agreed by Ministry Partners committee
● Build relationships with program members

Office Management

● Oversee accounts receivable and implement best practices for
billing/collections in collaboration with US Finance Manager
● Administer The Good Book Company’s digital content contracts
● Coordinate promotional mailings
● Manage office supply levels and incoming/outgoing mail
Requirements:
Experience
● Experience in administration, customer service or project management
● A good understanding of the needs of customers
● An understanding of the pressures and priorities of local church ministry

Skills

● A polite, tactful and friendly attitude
● Ability to work well with people of all walks of life
● Excellent interpersonal & communication skills
● Good organizational & administrative skills
● Capacity to use own initiative
● Proficient in Microsoft Office and the Google suite of apps

Personal qualities

● Must understand and respect an evangelical theological perspective whilst
being welcoming and open to Christians from other theological persuasions
● Proactive and dynamic
● Willingness to work occasional evenings and weekends (time off in lieu
available)