ILVE USA
Position Overview
The Customer Service Manager will be responsible for leading our customer service function, ensuring ILVE’s customers, dealers, and partners receive world-class support. This role requires a balance of team leadership, operational oversight, and hands-on problem-solving, with a strong focus on customer satisfaction, service efficiency, and brand representation in the luxury appliance space. Location:
Brooklyn, NY (On-site) Schedule:
Monday – Friday, 9:00am – 6:00pm Compensation:
Competitive salary + performance-based bonus About ILVE USA
ILVE USA brings one of Italy’s most prestigious luxury appliance brands to the American market. Handcrafted with a tradition of excellence, ILVE ranges, ovens, and kitchen products are celebrated worldwide for their design, innovation, and quality. Our products are found in high-end kitchens across the U.S., and as our presence grows, we are seeking a
Customer Service Manager
to elevate our customer support operations and strengthen client relationships. Key Responsibilities
Lead, coach, and develop the customer service team, driving accountability, professionalism, and performance. Manage and resolve customer inquiries via phone, email, and CRM/ERP systems with speed, accuracy, and empathy. Oversee warranty claims, returns, and escalations, working closely with logistics, technical support, and operations teams. Build and refine service policies, standard operating procedures (SOPs), and training programs. Track and report on KPIs such as response times, resolution rates, and customer satisfaction. Partner cross-functionally with sales, marketing, and product teams to channel customer insights into service and product improvements. Maintain and expand the knowledge base to keep the team current on new products, system updates, and service protocols. Identify and implement technology and process enhancements to streamline workflows and elevate the customer experience. Qualifications
Bachelor’s degree in Business, Communications, or related field (preferred). 5+ years of customer service experience, including 2+ years in a supervisory or management role. Prior experience in the appliance, home goods, or luxury product industry strongly preferred. Proven leadership skills with the ability to motivate, coach, and grow high-performing teams. Proficiency in CRM/ERP platforms (experience with Odoo is a plus). Strong communication, conflict resolution, and problem-solving skills. Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment. What We Offer
Competitive salary + discretionary performance-based bonus. Paid time off and company holidays. Professional development and career advancement opportunities. A collaborative and growth-oriented culture within a respected luxury brand. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service Industries: Household Appliance Manufacturing References to external postings and unrelated content have been removed to focus on the role.
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The Customer Service Manager will be responsible for leading our customer service function, ensuring ILVE’s customers, dealers, and partners receive world-class support. This role requires a balance of team leadership, operational oversight, and hands-on problem-solving, with a strong focus on customer satisfaction, service efficiency, and brand representation in the luxury appliance space. Location:
Brooklyn, NY (On-site) Schedule:
Monday – Friday, 9:00am – 6:00pm Compensation:
Competitive salary + performance-based bonus About ILVE USA
ILVE USA brings one of Italy’s most prestigious luxury appliance brands to the American market. Handcrafted with a tradition of excellence, ILVE ranges, ovens, and kitchen products are celebrated worldwide for their design, innovation, and quality. Our products are found in high-end kitchens across the U.S., and as our presence grows, we are seeking a
Customer Service Manager
to elevate our customer support operations and strengthen client relationships. Key Responsibilities
Lead, coach, and develop the customer service team, driving accountability, professionalism, and performance. Manage and resolve customer inquiries via phone, email, and CRM/ERP systems with speed, accuracy, and empathy. Oversee warranty claims, returns, and escalations, working closely with logistics, technical support, and operations teams. Build and refine service policies, standard operating procedures (SOPs), and training programs. Track and report on KPIs such as response times, resolution rates, and customer satisfaction. Partner cross-functionally with sales, marketing, and product teams to channel customer insights into service and product improvements. Maintain and expand the knowledge base to keep the team current on new products, system updates, and service protocols. Identify and implement technology and process enhancements to streamline workflows and elevate the customer experience. Qualifications
Bachelor’s degree in Business, Communications, or related field (preferred). 5+ years of customer service experience, including 2+ years in a supervisory or management role. Prior experience in the appliance, home goods, or luxury product industry strongly preferred. Proven leadership skills with the ability to motivate, coach, and grow high-performing teams. Proficiency in CRM/ERP platforms (experience with Odoo is a plus). Strong communication, conflict resolution, and problem-solving skills. Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment. What We Offer
Competitive salary + discretionary performance-based bonus. Paid time off and company holidays. Professional development and career advancement opportunities. A collaborative and growth-oriented culture within a respected luxury brand. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service Industries: Household Appliance Manufacturing References to external postings and unrelated content have been removed to focus on the role.
#J-18808-Ljbffr