Customer Service Manager

Description

What sets us apart?

• Competitive compensation plan, base salary, and annual incentive
• Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
• 401-k plan with company match
• Comprehensive Paid Time Off and Holidays
• Collaborative and Innovative work environment

COMPANY OVERVIEW 

Vantage Apparel is the nation’s top source for custom logo apparel, serving as the premier choice of renowned global brands. Established in 1977, we have consistently demonstrated B2B innovation in the promotional apparel industry and earned the prestigious designation of one of the “Best Places to Work” in our field. In 2024, our commitment to excellence in apparel decoration was underscored by consecutive securing the 29th PPAI Gold Pyramid award for embroidery, consistently recognized in ASI Counselor® Magazine’s Top 40 company, and the PPAI Gold Pyramid for Marketing content. These honors affirm our persistent dedication to setting industry standards. 

ROLE HIGHLIGHTS

The Customer Service Manager is primarily responsible for the day-to-day operations and overall effectiveness of the company’s support teams, ensuring they are equipped to deliver exceptional service without disruptions caused by inefficient tools, processes, or logistics. This role involves implementing operational improvements, tracking and analyzing team productivity, and collaborating closely with internal staff, customer service leaders, and senior management to maintain efficient and aligned workflows. Additionally, the Customer Service Manager conducts monthly coaching and development sessions to support continuous growth and enhance team performance, ultimately driving better outcomes and an enhanced experience for our customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Carry out customer service functions with a comprehensive understanding of Standard Operating Procedures. 
• Define and optimize customer service workflows, including order entry, tracking customer goods, production transparency, and follow-up standards.
• Monitor and evaluate team performance through data analysis, call audits, and quality checks, preparing reports and recommending improvements.
• Drive process and service enhancements by implementing best practices, improving support channels, and participating in continuous improvement initiatives.
• Identify and proactively remove operational obstacles that hinder team productivity or customer satisfaction.
• Support onboarding and training for new customer service team members to ensure readiness and consistency.
• Collaborate with PC Support, developers, and cross-functional departments on system enhancements, product changes, and customer-centric initiatives.
• Develop and refine customer experience measurement tools, including IVR improvements, UX enhancements, and customer satisfaction KPIs.
• Manage customer escalations efficiently, coordinating with internal teams to ensure timely resolution.
• Build and maintain strong relationships with key customers while ensuring a positive and consistent experience. 
• Maintain expertise in commissions, royalties, licensing, barcodes, hang tags, UPC management, and Special Markets program details.
• Collaborate with internal teams to identify licensing agencies and support Special Market accounts and sales reps.
• Develop best practices for phone, text, chat, and email to ensure effective customer follow-up.
• Support colleagues and enhance overall service operations as a collaborative team member.

Requirements

Ideal Candidate Profile

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Proactive, forward-thinking team player thriving in collaborative environments.
• Collaborates effectively with technical and non-technical stakeholders at all levels to support organizational goals.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Skilled in analyzing data to create, implement, and execute service plans.
• Demonstrates a credible and effective coaching style.
• Experienced in solving both simple and complex problems.
• Proficient in process management and business workflow optimization.
• Knowledgeable in consumer journey mapping to deliver best-in-class experiences.

EDUCATION AND/OR EXPERIENCE COMPUTER SKILLS

• Bachelor’s degree (B.A.) or 2-3 years of relevant experience and/or training, or an equivalent combination of education and experience in customer service management or operations.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) required.
• Familiarity with CRM systems like Zoho, Salesforce, or HubSpot a plus.

At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.