Customer Service Manager
Job Details
Corporate Headquarters - Huntington Beach, CA - Huntington Beach, CA
Full Time
Not Specified

Position Summary:

Teacher Created Materials is a 45-year+ old, award-winning publisher of educational and trade books and digital products. The Customer Service Manager provides the highest level of customer service and order management to sales management, sales consultants, and both internal/external customers to achieve company sales objectives. As a key member of the Operations management team this role will provide strategic leadership order management. Responsible for leading Customer Service Representatives, directing internal support services for field-based sales consultants and external customers.  The Customer Service Manager is responsible for developing and overseeing a smooth, effective sales process.


Teacher Created Materials offers a very competitive salary and benefits package, including:

  • Health, Dental, Vision, and Life Insurance
  • Paid Time Off plus Company Holidays
  • Generous 401(K) Match
  • Generous Childcare and Tuition Reimbursement Programs
  • Plus more!

Essential Duties/Responsibilities:

  • Lead, manage and develop a team of Customer Service Representatives to consistently provide exceptional customer service and order management
  • Proactively set individual and departmental expectations
  • Streamlining and optimizing the sales process
  • Overseeing team training on key operating systems (ERP, CRM, Phone Communication)
  • Manage customer portal submission (FAMIS NYC DOE)
  • Implement KPIs to evaluate both individual contributor and team performance/capacity
  • Collaborate with internal teams to anticipate and prevent issues that impact sales productivity and customer satisfaction.
  • Hire, train, onboard and develop new employees while making staffing recommendations to ensure the department is optimized in accordance with organizational objectives.  
  • Prioritize team initiatives and allocate resources to support product deployments and company initiatives
  • Audit customer service calls and order entry to ensure best-in-class service
  • Create and review weekly dashboards
  • Enforce procedures to minimize errors and reduce order delays
  • Establish controls to ensure order accuracy and order cycle time performance
  • Resolve all order related issues and track errors and provide improvement recommendations
  • Create, document, and modify SOPs, conduct internal process audits, and streamline process flows 
  • Identify and implement new technologies to increase order throughput and systemize the order management process
  • Prioritize and direct day-to-day operational support activities
  • Allocate resources to support ongoing sales initiatives

Minimum Qualifications:

  • Bachelor’s degree in related field
  • At least 3 years of managerial experience.
  • Proven ability to lead and motivate a team
  • Excellent interpersonal skills to interface with all levels of management, and both internal and external customers.
  • Creative problem-solving skills and excellent organizational abilities.
  • Experience devising departmental KPIs to improve accountability.
  • Strong multi-tasking capabilities with the ability to work well under pressure in a deadline-driven environment.
  • Familiarity with following software systems Salesforce, NetSuite, Ring Central
  • Tenacity to overcome challenges, coupled with an indefatigable drive and persistence to work past objections and roadblocks.
  • Multi-tasking capacity with the ability to juggle numerous projects and work effectively under stress.
  • Creative thinking to explore new processes and improve on existing ones


Work Conditions:

  • General office environment.


Teacher Created Materials (TCM) is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran. This policy of non-discrimination and affirmative action applies to all levels of employment and to all employment practices, including (but not limited to) compensation, benefits, transfers, layoffs, educational, training, recreational and social activities.