Seattle Coffee Gear

Customer Service Manager - Lynnwood

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Active since 09-01-2017 Job category Sales - Office Staff / Telesale...
Location Lynnwood Level Management
Educational level GCSE / A-Level / Highscho... Employment type -
Hours 0 Salary DOE
Seattle Coffee Gear is the answer to a very specific question: How can I make an excellent cup of coffee at home? Armed with the singular mission to provide unbiased and customer-centric service by a crew who love what they do, Seattle Coffee Gear has grown into a unique and innovative leader in home espresso machines. We are the kind of company that provides skilled, knowledgeable advice on everything from the best machine to meet our customers’ needs to how they can make that delicious espresso on their own.

Seattle Coffee Gear is looking for a Customer Service Manager to lead the customer service and sales team who is dedicated to providing responsive and reliable sales and product support to our customers.

As a Customer Service Manager, you will:


  • Manage a team of Customer Service and Sales Representatives including recruiting, performance management, employee development and training
  • Monitor and predict sales and service support demand and ensure capacity meets demand
  • Measure customer satisfaction and implement changes to improve results and meet service level objectives. Continuously review and initiate new processes to ensure ongoing improvement of our service and product offerings
  • Handle escalated customer issues as appropriate. Manage customer interactions & cases to appropriate conclusion. Provide feedback and root cause analysis on common issues
  • Partner with executive team to determine departmental goals and future operations
  • Ensure team is trained in depth on all products and services and adheres to established controls and procedures
  • Communicate product problems and client suggestions in an actionable way.
  • Assist in the creation of sales and service process documentation. Encourage department productivity and effectiveness by improving workflow processes and working with suppliers
  • Partner with other departmental managers to develop internal best practices and ensure consistency across the organization


This is a great fit for you if:

  • You are a motivated self-starter with a desire to learn a complex product offering
  • You are passionate about building and mentoring teams
  • You possess outstanding communications skills and excel at negotiating
  • You have proven success managing sales or service teams
  • You are dedicated to continuous process improvement
  • You have the ability to differentiate through product knowledge and superior customer experience and service
  • You have experience with espresso machines (a plus)

We offer great benefits including:

  • Industry-leading training and knowledge
  • Medical, dental and vision coverage
  • Generous employee discount
  • 401 K plan
  • Opportunities for advancement
No calls or direct emails will be accepted, sorry!
More information
This listing is a full-time job

Job category Sales - Office Staff / Telesales / Call Centre
Industry / Industries E-commerce
Region United States

Contact information

Name Mike Atkinson