Customer Service Manager

People Leadership

• Lead, mentor, and grow a high-performing customer service team, fostering a culture of accountability, development, and customer-first thinking
• Oversee day-to-day operations ensuring escalations are handled promptly and accurately, CSR questions are answered as needed and productivity, quality and accuracy goals are achieved
• Conduct performance reviews and provide ongoing feedback to team members
• Partner with Sales Leadership to identify areas of opportunity and continuously improve
• Advocate for the needs of the customer service team and facilitate activities that strengthen employee morale

Customer & Sales Support

• Maintain understanding of color patterns, hat styles, and other information necessary for maintaining processes.
• Maintain a high level of professionalism with customer and sales rep inquiries regarding order status, product details, and documentation requirements.
• Provide clear, timely communication to resolve questions, discrepancies, or missing order information.
• Assist with quoting, product availability checks, and lead-time inquiries when needed.

Qualifications and Skills

• Minimum of 5 years of progressive leadership experience in Sales or Customer Service
• Knowledge of web-based programs (Preferred)
• Ability to prioritize work projects and excellent time management skills
• Communication proficiency. Both written and verbal
• Proven ability to manage multiple tasks with shifting priorities in a fast-paced environment
• Strong communication skills with proven ability to develop employees

Preferred Qualifications

• Strong Project Management Skills.
• Exposure to basic data analysis, report building, or process optimization.
• Prior experience supporting field-based or outside sales reps.

Work Environment & Physical Requirements

• Hybrid work setup with a mix of on-site and remote work
• Prolonged periods at a computer workstation
• Occasional extended periods of phone or online communication
• Travel Requirements are minimal

Behaviors

• Leader: Inspires teammates to follow them
• Dedicated: Devoted to a task or purpose with loyalty or integrity