TK Cups - Customer Service Manager

Fitchburg, MA 01420 • Full Time • $65,000–$80,000

About TK Cups

TK Cups is an Arch Promo Group operating company based in Fitchburg, MA. We decorate and fulfill branded drinkware for distributors, brokers, and end customers across the country. Our reputation is built on three things: responsiveness, order accuracy, and on-time delivery - and the Customer Service Manager owns whether we deliver on all three.

The Role

This is an operational, hands-on Customer Service Manager role - not a desk-bound supervisor position. You will lead the customer service team while personally owning specific processes end-to-end. On a given day, that means quoting jobs, walking orders to the decoration floor, troubleshooting an art file with a distributor, jumping into the order-entry queue when volume spikes, and closing out escalations yourself. You set the standard by doing the work alongside the team, then coaching them to your bar.

You report to the General Manager and partner daily with decoration, fulfillment, and sales to align customer commitments with floor capacity.

What You'll Own (Hands-On)

You personally run these processes - you don't just supervise them:

• Quoting - Build quotes against the price book and customer specs; secure approvals for non-standard pricing yourself rather than routing through the team.
• Order intake and verification - Personally review high-stakes or complex orders coming in by phone, email, EDI, and the order portal; confirm decoration specs, quantities, art, and ship dates before they hit the floor.
• Decoration floor coordination - Walk the floor daily. Sync with decoration and fulfillment leads on capacity, in-progress jobs, and at-risk ship dates. You're the customer's voice on the floor and the floor's voice back to the customer.
• Escalation ownership - When an order goes sideways, you own the resolution - talking to the distributor or end customer directly, coordinating the fix internally, and closing the loop. You do not hand escalations off.
• Art and proof review - Work directly with distributors and brokers on art files, proofs, and decoration specs; catch issues before they become reprints.
• Order-status communication - Own proactive customer updates on the accounts that matter most; don't wait for the customer to ask.
• ERP, CRM, and order-management hygiene - Keep customer records, specs, and order documentation accurate and current in our systems. You're hands-on in the system, not directing from outside it.

How You'll Lead the Team

You supervise Customer Service Representatives (SC500), Assistant Customer Service Representatives (SC510), and related support staff. Because you're hands-on in the work, your leadership is by example:

• Set service standards - response time, order accuracy, escalation discipline, proactive communication - and hold the team to them.
• Train and coach in the moment. When you handle an escalation or quote a tricky job, walk the team through how and why.
• Conduct performance reviews and partner with HR on corrective action when needed.
• Cross-train the team so coverage holds when someone's out and so direction comes from someone who has actually done the job.
• Track customer-service metrics - response time, order accuracy, on-time delivery, customer satisfaction - and drive corrective action where performance lags.
• Partner with Sales and the General Manager on customer development, retention, and credit decisions within your authority.

What You Bring

Required

• High school diploma or equivalent.
• 4 years of customer service experience, with at least 2 years in a supervisory or team-lead role.
• Track record of managing customer relationships, resolving escalations, and delivering on production or fulfillment commitments.
• Proficiency with ERP, CRM, and order-management systems - comfortable working in the systems day-to-day, not just reviewing reports.
• Strong math and analytical skills; able to interpret pricing, decoration specs, and fulfillment data accurately.
• Working proficiency in Microsoft Office Suite.
• Willingness to be on the decoration and fulfillment floor daily - this is not a behind-the-desk role.

Preferred

• Associate's or Bachelor's degree in Business, Operations, or a related field.
• Experience in promotional products, apparel decoration, drinkware, or a related decorated/branded merchandise category.
• Familiarity with distributor and broker sales channels (ASI, PPAI, SAGE, or similar).
• Lean, Six Sigma, or customer-experience credentials.

Who You Are

• A doer first, manager second. You'd rather work a problem than delegate it.
• Comfortable on both sides of the table - you speak the customer's language when something has gone wrong and the floor's language when a commitment is at risk.
• Calm under escalation. You absorb a customer's frustration to preserve the relationship and know when to hold them to the spec they signed off on.
• Detail-oriented in a high-volume environment - quantities, decoration specs, ship dates, and art proofs all have to be right.
• Entrepreneurial and frugal - you find a way, and you push yourself and the team for excellence regardless of the obstacle.
• A team-first collaborator who models Confluent Holdings' Core Values and North Star in daily decisions.

Position Details

• Location: Fitchburg, MA 01420 - on-site at TK Cups
• Schedule: Full-time, Monday–Friday; up to 10% travel for customer visits, trade shows, and corporate working sessions
• Compensation: $65,000–$80,000 annually, commensurate with experience
• FLSA Status: Exempt
• Reports to: General Manager, TK Cups

How to Apply

Apply via AAIM Track. TK Cups is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

Salary : $65,000 - $80,000