W&P Management

Customer Service Manager
BW Retail Solutions - Chesterfield, MI
What You'll Be Doing

• Manage a team of 10 - 20 Call Center/Product Support employees, consisting of leading the day to-day operations, hiring, training, and coaching the team.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated customer complaints or disputes with empathy and a sense of urgency.
• Track and evaluate employee communications with customers by monitoring, reviewing, and scoring calls, chats, emails, and tasks.
• Conduct regular one-to-one meetings with Team Leads and Call Center/Product Support employees to provide coaching, continued development, quality assurance and key performance indicator (KPI) scores.
• Monitor Customer Service analytics and metrics to maintain service level agreements (SLAs) across all marketplaces.
• Identify and analyze customer service trends and ask employees for their input to assist with planning and implementing department process improvements.
• Create forecasting requirements to meet customer service financial objectives.
• Maintain knowledge of key workflow changes, company and department guidelines, policies, and procedures.
• Identify patterns and trends in contact volume to help drive operational decisions on a quarterly basis, including setting up and supporting customer service hours of operations and forecasting for workforce coverage.
• Perform customer service representative duties & responsibilities to assist with queue reduction during peak hours of increased contact volume.
• Prepare employees' work schedules, manage time off requests, and approve timecards.
• Perform building closing duties (walkthrough, set alarm, and lock doors).

What We'll Need from You

• Associate degree in Business or a related field preferred.
• Minimum of 3 years of customer service or call center experience.
• Minimum of 1 year of leadership experience managing, coaching, and developing employees.
• Experience working with e-commerce marketplaces such as Amazon, eBay, or Walmart preferred.
• Strong understanding of call center performance metrics and customer service best practices.
• Proficiency with Google Workspace, including Gmail, Docs, Sheets, and Forms.
• Excellent communication, coaching, and problem-solving skills.
• Strong analytical abilities with a data-driven approach to decision making.
• Ability to prioritize competing responsibilities in a fast-paced environment.
• Previous e-commerce experience is preferred.
• Interest in power sports or outdoor power equipment is a plus.

Pay Range

• $65,000 - $70,000/annually

When and Where You'll Be Working

• Training Schedule: Monday-Friday, 9:00 AM - 4:00 PM (in-office)
• Operating Hours: Sunday-Saturday, 8:00 AM - 6:00 PM
• Scheduling: Shifts may vary and can include mornings, evenings, and weekends.
• Weekend Requirement: Weekend availability required; rotating weekends off provided.
• Hybrid Schedule: Eligible after successful completion of training.
• Remote Work Requirements: Must have a secure, distraction-free home office and reliable high-speed internet.
• BW Retail Solutions - Chesterfield, MI

Why You'll Love Working Here

• Award-Winning Benefits: Earned the 2026 Top Employee Benefits Award by Mployer
• 100% Employer-Paid Benefits: Medical, Dental, Short-Term Disability, and Basic Life Benefit
• Voluntary Benefits: Vision, Long-Term Disability, Critical Illness, and Supplemental Life Insurance
• 401(k) Retirement Plan: 100% employer match up to 3% of employee contributions, plus a 50% match on the next 2%
• Paid Time Off: Competitive PTO package plus 6 paid holidays annually
• Career Growth: Long-term opportunity with advancement paths in a growing, family-oriented company
• Professional Development: Environment that promotes continuous learning and career development
• Additional Programs: Tuition reimbursement, employee referral bonus, employee discounts, and Employee Assistance Program (EAP)
• Wellness Program: Employer-sponsored program offering opportunities to earn company-paid HSA contributions and prizes
• Employee Engagement: Company-sponsored holiday parties, team luncheons, and employee appreciation events

About Us
BW Retail Solutions is a trusted leader in end-to-end eCommerce retail brand management. Founded in 2017, we combine time-tested values with modern innovations to adapt to an ever-changing consumer landscape. We now manage over one million transactions per year by retailing the top brands in the outdoor power equipment and powersports industries. Through innovation and a customer-centric approach, we continue to elevate the e-commerce shopping experience for new and loyal customers alike. At BW Retail Solutions, we are proud of our strong culture that is built on collaboration, integrity, and adaptability. As we grow, so does our commitment to creating a workplace where people are empowered to learn, contribute, and thrive.
Visit our website to find out more at http://www.bwretail.com/
BW Retail Life: BW Retail Life
We are an equal opportunity employer and will not unlawfully discriminate on the basis of race, color, sex, national origin, age, religion, marital or veteran status, the presence of a medical condition or handicap, height, weight, arrest record or any other protected status in the hiring, payment, discipline, or promotion of employees.
Pay Range: $65,000 - $70,000 per year