Manager, Customer Service Excellence in Petaluma CA

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Torn Ranch
Manager, Customer Service Excellence
Job ID: 
Petaluma CA
Not Specified
Not Specified
Job Types:
Cust. Service Mgr., Cust. Service Rep.
Employment Type:
Full Time

Torn Ranch is searching for a motivated and experienced Customer Service Excellence Manager to lead our customer service department. This role serves to provide outstanding support to our Sales Team in addition to Service excellence for our Customers, by developing effective service standards and procedures, managing order processing, and establishing and meeting customer satisfaction goals and order accuracy goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills and a high aptitude for technology utilization.


  • Excellent customer care and focus; ability to assess customers’ needs and provide answers, solutions, troubleshooting help, or methods for a positive customer experience
  • Respond to customer service inquiries and/ or issues in a timely manner
  • Create effective customer service procedures, policies, and standards
  • Develop customer satisfaction goals and coordinate with Torn Ranch colleagues to meet or exceed them
  • Implement and onboard new processes in CRM
  • Supervise day-to-day operations of the customer service department.
    • Field orders and calls as necessary; Provide customer specifics for private branding as needed; Assist with order history for further opportunities; Customer point of contact as/ when necessary
    • Manage Order Entry to ensure orders meet customer specific requests
    • Manage shipping protocols based on customer, time of year, weather conditions and customer location
    • Manage Daily Sales with Production to mitigate late order shipment
    • Ensure quality control via cross checking orders for accuracy
  • Maintain accurate records and document all customer service activities and discussions
  • Assess service statistics and prepare detailed reports on your findings
  • Hire and train customer service staff
  • Manage the approved budget of the customer service department
  • Stay informed on the latest industry techniques and methods


  • Able to think fast, find answers, and respond quickly to customer issues in an empathic and professional manner
  • Able to multitask, prioritize, and manage time efficiently
  • Demonstrated technological skills and aptitude in CRM and ERP utilization
  • Able to analyze data and sales statistics and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Experienced at compiling and following strict budgets
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Excellent at communicating over the phone and handling phone systems
  • Excellent time management and prioritization skills


  • Bachelor’s degree in Business Administration or relevant field
  • A minimum of 8 -10 years’ proven experience in a customer service position
  • Exceptional proficiency in Microsoft Office, and prior ERP/CRM software experience (Sage CRM a plus)
  • Outstanding written and verbal communication skills
  • Excellent understanding of management practices and techniques
  • Excellent leadership and interpersonal skills
  • Spanish speaking a plus
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