Customer Service & Returns Center Manager

Job Type

Full-time

Description

The Customer Service and Returns Center Manager is responsible for leading and developing a high- performing customer service team that represents Murdoch's commitment to exceptional customer experiences. This role oversees daily customer service operations and return center order processing while serving as a key liaison between customers, fulfillment teams, and internal partners. The Manager drives continuous improvement of processes, policies, and service standards, while remaining actively involved in day-to-day operations to ensure efficiency, consistency, and customer satisfaction.

As a Murdoch's Team Member, you will...

• Lead and manage daily customer service and return center operations, ensuring a consistent, high-quality customer experience across all channels.
• Partner with the eCommerce Operations Manager & Specialist to resolve escalated customer issues and complaints promptly and effectively.
• Investigate, respond to, and follow up on customer concerns to ensure timely resolution and customer satisfaction.
• Develop, implement, and continuously improve customer service and return procedures, policies, and standards aligned with company values.
• Actively support the team by assisting with phone calls and customer chats as needed throughout the day.
• Recruit, train, coach, and mentor customer service and returns specialists to build a high-performing, engaged team.
• Oversee and enhance returns processing workflows to ensure accuracy, efficiency, and timely completion that meets customer expectations.
• Review customer calls and chats to ensure service consistency, quality standards, and coaching opportunities.
• Analyze call center volume and performance metrics to maintain effective staffing schedules based on demand.
• Serve as a liaison between customers, store locations, and internal teams to resolve issues and support store and company goals.
• Collaborate cross-functionally with the Murdochs.com team to drive customer satisfaction and operational success.
• Perform additional duties as assigned to support business needs.

• Demonstrated excellence in customer service with the ability to deliver positive, solution-focused experiences.
• Proven ability to coach, mentor, and develop team members to build engagement and performance.
• Proficiency in Microsoft Office applications, with solid technical aptitude and troubleshooting skills.
• Ability to effectively multi-task and prioritize work in a fast-paced, evolving environment.
• Strong written, verbal, and interpersonal communication skills.
• Self-motivated, resourceful, and capable of working independently with minimal supervision.
• Positive, team-oriented mindset with a collaborative approach to problem-solving.
• Ability to empathize with customers and store associates to support effective issue resolution.

• Sitting for long periods of time.
• Repetitive wrist movements on keyboard.
• Close vision for PC work.
• Bending, carrying, and pushing.
• Ability to lift up to 50lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• 58k - 60k annually depending on experience.
• Amazing Employee Discount on everything from clothes to power tools to pet food.
• Multiple Health Insurance* options to best suit your needs after 60 days.
• Dental & Vision options to complete your health plan.
• Life Insurance to secure your family's financial future.
• Paid Vacation* allows you to relax and recharge.
• Holiday Pay throughout the year so you can celebrate with your family.
• Paid Sick Time** empowers you to stay home and focus on your health without losing pay.
• 401(k) with a generous 4% company match to help plan for retirement.
• Paid Parental Leave* to take time to bond with your family's new addition.
• Community Giving Program matches your donations and provides paid volunteer hours.
• Wellness Program* saves you money by lowering medical premiums with credits earned.
• Training Program helps you expand your knowledge and skills with over 250 courses.
• Other various Voluntary Insurance Options.