Customer Service Manager

Carie Boyd’s Prescription Shop is a 503B outsourcing facility located in Irving, TX. We are searching for a motivated and experienced Customer Service Manager to lead our customer service department. We are looking for someone who is available to work M-F, at least 40 hours a week between the hours of 8 am – 5 pm. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and technologies. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership, interpersonal, and troubleshooting skills.

Responsibilities:

· Supervise day-to-day operations of the customer service department.

· Oversee customer service inquiries and manage an escalation process to ensure timely and effective resolution of both routine and complex issues.

· Coordinate with the Quality department for updates on order status, inventory availability, and commercial products receipts.

· Collaborate regularly with Sales, Marketing, and Pharmacy teams to deliver a seamless and consistent customer experience.

· Develop and enforce customer service procedures and communication standards that align with regulatory requirements and internal SOPs.

· Set and track customer satisfaction goals and team performance KPIs, providing regular coaching and feedback to ensure continuous improvement.

· Provide basic tech support to the customer service team when applicable.

· Leverage Salesforce CRM to document customer interactions, maintain accurate records, and generate performance and service reports.

· Oversee customer service staffing, including hiring, training, scheduling, and time and timecard management.

· Stay current on industry best practices, tools, and customer service trends.

· Support internal company events, including planning, decorating, and coordinating food or print materials.

· Manage inventory of commercial products, including ordering, tracking, and filing complaints for damaged goods.

Requirements:

· Bachelor’s degree in Business Administration or relevant field (Preferred, but not required)

· A minimum of 3 years’ proven experience in a customer service position.

· Previous experience building of customer service software; troubleshooting.

· Able to provide basic tech support to department.

· Proficiency in Microsoft Office, Sales Force, and customer service software.

· Outstanding written and verbal communication skills.

· Good understanding of management practices and techniques.

· Excellent leadership and interpersonal skills.