Job Description

GREAT SERVICE STARTS WITH GREAT LEADERSHIP!

Are you a strong people leader who knows how to balance customer service, scheduling, and day-to-day operations? Grand Brands is looking for a Customer Care Operations Manager to lead our Customer Service and Scheduling teams while helping us deliver timely resolutions, accurate scheduling, and an exceptional customer experience.

OUR STORY

Grand Furniture was founded in 1947 by Rose Stein and operated alongside her 2 sons, Jerry and Herbert. In 1988, Jerry Stein acquired full ownership and brought on his sons, Steve and Craig. Craig Stein became the sole owner in 2009 and opened the first Ashley Furniture in Hampton Roads in 2010, adding to Grand Brands market share. Grand Brands is home to Grand Furniture, Grand Outlet, and Ashley Furniture/Outlet, serving customers right here in Southeastern Virginia and has been recognized as the #1 Ashley Stores licensee. In other words, we operate the highest-ranked Ashley stores nationwide, so customers get great selection and service, and our teams get growth opportunities.

RESPONSIBILITIES

• Lead, coach, develop, and hold Customer Service and Scheduling team members accountable for performance.
• Oversee daily customer care and scheduling operations.
• Manage escalations, service issues, delays, reschedules, cancellations, and scheduling exceptions.
• Ensure customer concerns are properly investigated, documented, resolved, and followed through to completion.
• Use customer feedback and performance data to identify trends, root causes, and opportunities for improvement.
• Partner with Retail, Warehouse, Delivery, Service, Human Resources, and company leadership to resolve customer and operational concerns.
• Assess staffing needs and maintain appropriate team coverage.
• Participate in hiring and team development.
• Improve processes, standard operating procedures, and training to support stronger performance.

Requirements

REQUIRED EXPERIENCE

• 3+ years of progressive experience in customer service, scheduling, logistics, operations, retail, delivery, or a related environment.
• At least 2 years of supervisory or management experience.
• Strong coaching, communication, problem-solving, organizational, and decision-making skills.
• Ability to use performance data and multiple business systems to identify trends and develop action plans.
• College degree preferred or equivalent professional experience.

PREFERRED EXPERIENCE:

• High-volume customer care
• Scheduling or dispatch
• Furniture or retail operations
• Delivery or logistics
• CRM or ERP systems
• Process improvement

Benefits

• Medical
• Dental
• Vision
• Life
• Short term & Long term Disability
• PTO & Sick Days
• Employee Discount
• Employee Assistance Program
• 401k