What are the responsibilities and job description for the Customer Service Manager position at Imperial?
People Leadership
Behaviors
Preferred
- 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
- 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.
- 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
- Strong Project Management Skills.
- Exposure to basic data analysis, report building, or process optimization.
- Prior experience supporting field-based or outside sales reps.
- 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
Preferred
- Leader: Inspires teammates to follow them
- Dedicated: Devoted to a task or purpose with loyalty or integrity