Career Opportunities
Garaga Inc.
Customer Service Manager
The Customer Service Manager is responsible for ensuring and sustaining a high-performing customer service operation by leading from the floor, developing individual capabilities, and resetting service standards. This role requires strong technical depth, hands-on leadership, and daily engagement with the team to drive execution, accountability, and customer experience excellence.
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Hands-On Leadership & Team Development
- Spend the majority of time working directly with the Customer Service team, providing real-time guidance, coaching, and decision support.
- Actively assess individual skill gaps and work closely with each team member to build technical knowledge, confidence, and execution discipline.
- Set clear expectations and standards for performance, behavior, and customer experience.
Technical & Operational Ownership
- Serve as the primary technical reference for products, systems, claims, and order management.
- Ensure tasks are completed end-to-end with accuracy and accountability.
- Reinforce consistent task management, prioritization, and follow-up practices across the team.
Customer Experience & Quality Control
- Reset and uphold customer service standards aligned with customer expectations and brand promise.
- Perform regular quality checks on claims, tasks, and customer interactions.
- Address customer escalations and ensure resolution is timely, accurate, and consistent.
Performance & Culture
- Drive a culture of accountability, learning, and continuous improvement.
- Balance productivity and quality to ensure KPIs reflect meaningful outcomes.
- Foster collaboration, trust, and shared ownership within the team.
- Lead daily and weekly touchpoints focused on execution, progress, and development.
Collaboration & Reporting
- Work closely with the General Manager to provide transparency on performance, risks, and progress.
- Partner with the CoE and other BUs as needed to stabilize operations and accelerate development.
- Communicate customer feedback and operational insights to internal stakeholders.
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·Strong hands-on experience in customer service
·10+ years’ experience in customer service roles, preferably in manufacturing or building components
·Experience in CRM systems
·Excellent business communication skills - both verbal & written
·Demonstrated experience in training and development of team
·Creative problem-solving skills and conflict management
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·5+ years’ experience managing a Customer Service Department
·10+ years’ experience in customer service roles, preferably in manufacturing
Please forward CV to jshadwell@garaga.com
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