What are the responsibilities and job description for the Senior Customer Service Manager position at Imperial?
Training
- Develop and manage a comprehensive customer service training program, including oversight of designated team members
- Continuously improve performance metrics, reporting, and operational tools to enhance both customer service and outsourced team efficiency
- Design, implement, and maintain onboarding, training, and team member development programs
- Lead, mentor, and grow a high-performing customer service team
- 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
- 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
- Knowledge of web-based programs
- Exposure to basic data analysis, report building, or process optimization
- Prior experience supporting field-based or outside sales reps