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CUSTOMER SERVICE MANAGER in Sebastopol, CA at Nelson

Date Posted: 2/12/2018

Job Snapshot

Job Description

Job Number: 2116512


Join the passionate, adventurous, engaging, and creative team of cebadores at Guayaki! A Cebador is someone who serves mate and creates community and we are looking for likeminded people to join us in building a great company.


As the Customer Service Manager, you will lead our small but mighty Customer Service team and extend our community and values both among our internal operations team and beyond to the customers we serve. The team oversees direct customer interactions, sales to distributor partners and corresponding logistics, management of wholesale direct accounts, as well as maintaining a professional relationship with the retail side of distribution for the company.


  • Organizes, directs, and monitors daily activities of customer service representatives.
  • Distributes workload to customer service team; monitors and reviews performance.
  • Monitors service calls and emails to ensure professionalism in the customer service representatives' demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.
  • Monitors and analyzes productivity of customer service representatives; generates status and work-volume reports using standard metrics.
  • Fields questions from both customer service representatives and customers; recommends and/or intercedes as necessary to address customer concerns or complaints.
  • Oversees order-related communications to ensure diplomacy.
  • Oversees and ensures efficient order placement (direct, wholesale, distributor, promotional), approval, and fulfillment.
  • Works closely with Sales Coordinator on customer logistics, including exports.
  • Oversees exports for customer orders.
  • Works closely with Warehouse Manager and staff to facilitate cross departmental activities.
  • Screens and filters and redirects all PR and sponsorship inquiries.
  • Screens and filters all international sales leads.
  • Ensures timely resolution of order discrepancies, damage, mis-shipments, and chargebacks.
  • Fields wholesale inquiries that come in by phone, fax, email, or web.
  • Oversees the maintenance of the wholesale accounts.
  • Maintains records of customer service requests and complaints and ensures that issues are addressed in a professional and timely manner.
  • Maintains recorded voicemail announcement menus; updates as necessary.
  • Supports outside departments with special projects.
  • Supervision, training, evaluation, and leadership of customer service representatives.
  • Establishes procedures, prepares and coordinates schedules, and expedites workflow.
  • Creates sales reports for sales meetings.
  • Serves as liaison between Operations, Quality and the customer service team.
  • Prepares other reports and correspondence as needed.
  • Performs customer service representative duties as needed.
  • Ability to create systems for automating routine tasks where possible and sensible.
  • Performs other related duties as assigned by manager.


  • Bachelor's degree (B. A.) or equivalent, four years related experience, or equivalent combination of education and experience.
  • Customer Service Management experience, ideally in consumer products industry.
  • Strong organizational, systems thinking, problem-solving, and analytical skills.
  • Ability to manage priorities and workflow.
  • Excellent customer service and professional interpersonal skills.
  • Demonstrated ability to supervise, evaluate, and motivate team members.
  • Good judgement with the ability to make timely and sound decisions.
  • Creative, flexible, and innovative team player.
  • Commitment to excellence and high standards.
  • Excellent written and verbal communication skills.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Proficient on Microsoft Office Suite, with intermediate to advanced experience with Excel.
  • Proficient experience with Netsuite, and Edict Systems (EDI), strongly preferred.
  • Experience with smartsheet, preferred.
  • Fluency in Spanish and/or Portuguese, ideal.

This position is a salary position with pay DOE and full benefits in a collaborative and sustainable workplace. Please submit your resume and cover letter by emailing .

About Nelson:

For more than 45 years, we've been passionate about helping people find jobs they love - rewarding jobs that further career goals. At Nelson, we partner with companies that have outstanding reputations. Working with innovative startups to Fortune 500 companies, our skilled recruiters have access to opportunities beyond what you can find on your own.

With Nelson, you'll get the most out of your career. Together, we'll set career goals and find you a position where your skills shine. Whether you are looking for a position in: accounting & finance, administration, computer gaming, digital media, engineering, human resources, legal, light industrial, manufacturing, or technology, Nelson helps place people in full-time, temporary, temp-to-hire, project, and contract positions. For a full listing of jobs, go to: and click "Find Work."