Tangent Technologies LLC offers the most innovative recycled plastic lumber-wood alternative solutions for a multitude of outdoor markets and high value applications. We have invested more than 20 years in being "first to market" by developing technological advancements to offer innovative products and features for our customers to support their respective industries.

JOB SUMMARY

The Customer Service Manager is passionate about the customer experience, developing high performing teams, and encouraging a culture of customer support excellence. The individual in this role needs experience with leading teams, driving performance, creating strategies around customer experience initiatives, and continuous improvement. This position will manage a team of Customer Service representatives providing direct customer assistance for customer orders, shipping and billing. There will be some secondary role priorities involving updating customer sales information & data in support of order processing/management. In this role you will have daily customer contact via email / phone (incoming & outgoing) & virtual meetings.

ROLE AND RESPONSIBILITIES

• Coordinating and improving daily customer service operations (e.g. processes, procedures, orders, and software).
• Monitoring performance for the Customer Service team and helping to create and strategize new ideas to keep the team motivated and competitive in service.
• Prepare detailed analyses, reporting and insights to leadership, as well as recommending operational process improvements including leading the quality review process in the case of service failures, customer pain points, and evolving consumer expectations
• Be proficient in understanding, creating, and enhancing consumer journeys across omni channel experiences.
• Work cross functionally with Tangent teams to ensure customer facing, systematic, website, and shipping issues are resolved while also aligning with business objectives and industry trends.
• Oversee Quality Assurance programs to ensure customer service expectations are consistently met across all contact channels.
• Partner with the HR team to lead the team to establish and maintain a trusting, inclusive, and productive culture and environment that aligns with Tangent’s core values.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Interpersonal skills that enable you to work with people at all levels, motivate others and change people’s attitudes when necessary.
• Shows initiative and offers new ideas with a results-oriented approach.
• Passion for continuous learning and commitment to improving personal knowledge and skills.
• Strong communication skills both written and verbally.
• Strong experience with issue tracking, triaging, and escalation management.
• A minimum of 5 years of leadership, managing high performing teams
• Excellent written and verbal communication skills with the ability to clearly communicate to stakeholders and leadership across business functions
• Experience with eCommerce and product
• Excellent problem-solving skills with a focus on continuous improvement
• A deep passion for the customer experience
• Excellent analytical skills with the ability to leverage data to facilitate recommendations and take actions
• A bachelor’s degree or equivalent experience

BENEFITS

Our salaried positions at Tangent come with an excellent benefits package, which include:

• Health, Vision, and Dental Insurance- available within 30 days of employment!
• 3 Weeks Paid Vacation- ALL vacation time is available to you after 30 days of employment, no accrual necessary!
• 401(k) with 3%-5% Match- available after 90 days of employment!
• Additional Target Bonus- 5%-15% on top of our competitive salaries!
• TANGENT Culture- offering an awesome onsite, casual, and collaborative culture! Everyone is happy to be here every day- we all love our product and work hard to support it!