Customer Service Manager

Description

Position Summary

Ice Solutions is seeking a Customer Service Manager to provide support to customers across all areas of the business. This individual will assist commercial customers, retail partners, consumers, sales representatives, and online marketplace customers throughout the ordering and fulfillment process.

The role will be responsible for answering customer questions, processing returns and refunds, coordinating replacements, monitoring orders, and helping resolve issues quickly and professionally. This person will also work closely with Sales, Operations, Shipping, Accounting, and marketplace partners to ensure orders remain on track and customers receive clear and timely communication.

The ideal candidate is organized, dependable, detail-oriented, and comfortable managing multiple customer requests at the same time.

Key Responsibilities

Customer Support

• Serve as a primary point of contact for customer questions and order-related concerns.
• Provide professional support by phone, email, and online marketplace messaging systems.
• Assist commercial customers, retail partners, distributors, contractors, and consumers.
• Respond to customer requests in a timely, accurate, and professional manner.
• Communicate order updates, shipping information, product availability, and expected delivery timelines.

Order Management

• Monitor customer orders from placement through delivery.
• Confirm order details, shipping addresses, product quantities, and delivery requirements.
• Coordinate with Operations, Production, Warehousing, and Shipping to ensure orders remain on schedule.
• Identify delayed, incomplete, or incorrect orders and work with internal teams to resolve them.
• Provide proactive updates to customers when order timelines or delivery details change.
• Maintain accurate records of customer communications and order activity.

Returns, Refunds, and Replacements

• Review and process customer return requests.
• Coordinate refunds, product replacements, credits, and damaged shipment claims.
• Gather required photos, order information, and supporting documentation.
• Work with Accounting and Operations to ensure approved refunds and credits are completed accurately.
• Track replacement orders through delivery.
• Identify recurring customer service issues and communicate trends to management.

Marketplace Support

• Support customer service activities across online marketplaces and e-commerce channels.
• Respond to marketplace questions, complaints, return requests, and order issues.
• Monitor marketplace service levels, response times, and open cases.
• Coordinate with internal teams to resolve fulfillment, inventory, shipping, and product listing concerns.
• Help protect marketplace performance metrics by resolving customer issues quickly and accurately.
• Maintain familiarity with the policies and requirements of each marketplace.

Sales and Internal Support

• Support the sales team with order status updates, customer questions, documentation, and issue resolution.
• Assist with new customer onboarding and account setup.
• Coordinate internally to ensure customer commitments are clearly communicated and completed.
• Provide customer feedback to Sales, Marketing, Operations, and Product teams.
• Help create and improve customer service procedures, templates, and reporting processes.

Requirements

Qualifications

• Two or more years of experience in customer service, order management, account support, or a related role preferred.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple orders, requests, and deadlines at the same time.
• Strong problem-solving skills and the ability to remain calm in challenging situations.
• Comfortable working with customers across different sales channels.
• Experience using customer service, order management, accounting, or CRM software.
• Proficiency with Microsoft Office, Google Workspace, or similar business applications.

Preferred Experience

• Experience supporting e-commerce or online marketplace customers.
• Familiarity with platforms such as Amazon, Walmart Marketplace, or other retail marketplaces.
• Experience processing returns, refunds, replacements, and shipping claims.
• Experience working with freight, parcel shipping, warehouses, or distribution teams.
• Background supporting commercial, retail, manufacturing, or seasonal-product customers.
• Experience with NetSuite, QuickBooks, Salesforce, or similar systems.