Customer Service Assistant Manager
Customer Service Assistant Manager Port Chester, NY (Hybrid)
Zachys Wine International
www.zachys.com
About Zachys Founded in 1944, Zachys Wine International is a leading fine wine retailer and auction house, known for its exceptional service, industry expertise, and commitment to delivering outstanding experiences to customers around the world. We are looking for a motivated and customer-focused Customer Service Assistant Manager to support our Customer Service Manager in leading daily operations, developing team members, and ensuring an exceptional experience for every Zachys client. This is a hands-on leadership role for someone who enjoys coaching a team, solving problems, improving processes, and working cross-functionally in a fast-paced, technology-driven environment.
About the Role The Customer Service Assistant Manager will help oversee the day-to-day activities of the Customer Service team, balancing team leadership with direct involvement in customer inquiries, escalations, and operational projects. This individual will help manage workloads, monitor service performance, address complex issues, and ensure the team consistently delivers timely, professional, and effective customer support. The ideal candidate is a proactive, organized leader who makes sound decisions, motivates team members, and identifies ways to enhance customer experience.
Responsibilities • Support the Customer Service Manager with daily operations, team priorities, and departmental objectives. • Provide guidance and hands-on support to team members in resolving customer inquiries, concerns, and escalations. • Monitor workloads, service levels, and backlogs to ensure requests are handled accurately and within established timelines. • Partner with cross-functional teams to resolve website, order, and other customer-related issues efficiently. • Identify recurring customer concerns and recommend solutions to improve service quality and the overall customer journey. • Assist with recruiting, interviewing, onboarding, and developing Customer Service team members. • Coach employees, provide constructive feedback, and identify training and development opportunities. • Help establish team priorities and evaluate staffing needs based on service metrics and business demands. • Ensure the team follows company policies, established procedures, and applicable guidelines. • Support the development and implementation of customer service strategies aligned with company goals. • Provide coverage during occasional evenings, weekends, and Saturday auction events as needed.
Requirements
The successful person in this position will be detail oriented, curious, proactive, organized, approachable yet professional, and able to balance the goals of the business with the engagement of our employees and our company values.
• Minimum of 3 years of customer service experience; experience in wine, luxury retail, or a premium service environment is preferred. • At least 1 year of supervisory or team leadership experience. • Demonstrated ability to lead, coach, and motivate a diverse team in a fast-paced environment. • Strong problem-solving, analytical, and decision-making skills. • Excellent written and verbal communication skills. • Proven ability to manage competing priorities, delegate responsibilities, and meet deadlines. • Strong interpersonal skills and the ability to build positive relationships with customers, colleagues, and cross-functional partners. • Highly organized, detail-oriented, proactive, and comfortable working independently. • Professional judgment, accountability, and a commitment to delivering exceptional customer service. Technical Skills • Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint. • Experience with ERP and CRM systems. • Contact center or customer service platform experience. • Business intelligence (BI) tools experience is a plus. • E-commerce platform experience, particularly Magento, is preferred. Hours • Monday through Friday, typically 8:00 AM–5:00 PM or 8:30 AM–5:30 PM. • Hybrid schedule of four days in the office and one remote day per week. • Occasional evening and weekend availability required to support auctions and business needs.