Job Description

Customer & Consumer Service Manager

Who We Are:

uni Brands is a global leader in the writing instruments products industry. For more than 100 years, uni’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. uni is one of the world's most widely recognized families of writing instruments.

Please visit for additional information.

Position Summary:

We are seeking a proactive and results-driven Customer & Consumer Service Manager to lead our customer support team and ensure outstanding service delivery. This role is responsible for overseeing consumer and customer service operations and fostering an exceptional service culture. The ideal candidate will possess strong leadership skills, problem-solving abilities, and a passion for delivering exceptional customer and consumer experiences.

Key Responsibilities:

Customer Service Operations

• Oversee and manage the daily operations of the customer service team.
• Develop and implement effective customer service policies, procedures, and standards.
• Track key performance metrics and prepare reports to evaluate service quality and efficiency.
• Stay up to date with industry trends and best practices in customer service.

Team Leadership & Development

• Lead, coach, and mentor a team of customer service representatives to enhance performance and engagement.
• Oversee the training of customer service representatives in consumer engagement best practices.
• Handle escalated customer issues and resolve conflicts in a professional manner.

Customer Satisfaction & Engagement

• Monitor customer inquiries and ensure timely and professional resolution of issues.
• Analyze customer feedback and complaints to identify trends and implement improvements.

Consumer Service Excellence

• Enhance consumer service experiences by implementing personalized support strategies.
• Develop and maintain a consumer feedback loop to continuously improve products and services.
• Ensure effective communication channels are available for consumers, including phone, email, chat, and social media.

Cross-Department Collaboration

• Collaborate with other departments, including sales, marketing, and product development, to enhance customer and consumer satisfaction.

3PL Partner Management

• Manage 3PL (Third-Party Logistics) partner relationships to ensure accurate and timely order fulfillment.
• Monitor order processing, shipment tracking, and inventory levels in collaboration with 3PL providers.
• Address and resolve any logistics-related customer service issues efficiently.
• Develop strategies to improve order accuracy and delivery timelines in coordination with 3PL partners.

Job Qualifications:

• Bachelor's degree preferred.
• Associate’s degree required, or equivalent work experience.
• 5-7 years minimum of progressive Customer Service experience
• 1-2 years minimum of direct people management
• Must have experience with customers including Amazon, Wal-Mart, Target, and Staples
• High proficiency with Excel, data/analysis, and reporting
• SAP experience; SAP ByDesign experience preferred
• Working knowledge of EDI

What We Offer:

At uni Brands we work hard to embody our core values (humble, hungry, and wholehearted), while aspiring to fulfill our vision - to deliver unique solutions that enrich the lives of our customers by inspiring creativity and connection . We hold our values and our vision in such high esteem because we believe that where creativity and connection exist, vitality and growth are sure to follow – and we enthusiastically embrace the opportunity to deliver the tools and solutions that foster this type of flourishing.

At uni we recognize the profound personal investment required by each individual to ensure our success and in return, we work tirelessly to make uni a place where our people can flourish including offering:

• An annual salary range of: $95k-$105k
• A comprehensive and competitive insurance benefits program, which includes medical, dental, vision, life, long and short-term disability insurance
• Benefits start the 1st of the month following the hire date
• 401(k) plan with a company match
• Generous paid time off policy
• Break room stocked with snacks and drinks
• Hybrid work option: 3 days in office/2 remote

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