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CUSTOMER SERVICE MANAGER

GENERAL JOB DESCRIPTION

The Customer Service Manager (CSM) is responsible for providing a premiere experience to our customers, ensuring a smooth and easy order process, rapid responses to customer issues, and on-time delivery. He or she will mentor team leads in our Uniform, Container Decorating, and Art Departments, ensuring consistent processes, setting goals, and providing feedback. The CSM empowers the team to properly resolve issues, provides training for new employees, and acts as a trusted leader.

 

PRIMARY DUTIES AND RESPONSIBILITIES

  • Maintain a professional workspace that engages team members and challenges them to grow.

  • Manage the customer service experience provided by our customer service teams.

  • Partner with the Sales and Marketing team to ensure a seamless customer experience between the Sales Process and the Customer Service Process.

  • Implement customer service strategies to promote an industry leading quality of service.

  • Monitor customer inquiries and ensure quality responses in a timely manner.

  • Ensure the CRM software is properly implemented and utilized by all team members.

  • Monitor CRM to identify opportunities and bottlenecks and implement solutions to address.

  • Utilize KPIs to monitor performance and set team and individual goals.

  • Maintain accurate Standard Operating Procedures (SOPs) for all customer service roles.

  • Provide training on all SOPs related to customer communication, order entry, and follow up.

  • Arrange and provide industry training on decorating methods and product knowledge.

  • Document customer service incidents and responses. Lead root cause analysis discussions to implement continuous improvement initiatives.

  • Handle point of contact responsibilities for department collaborations.

  • Create and conduct performance reviews and development plans for all team members.

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QUALIFICATIONS FOR THE JOB

Education:

  • Bachelor’s degree in business administration, marketing, or a related field (preferred)

       (NOTE: A comparable combination of education/experience and/or training will be considered equivalent to the education listed.)

 

Experience: 

  • Minimum Five years’ sales and customer service experience.

  • Minimum Five years’ experience in a management or leadership role.

 

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

  • Established reputation for honesty and integrity.

  • Relentless positivity and continuous improvement mindset.

  • Intrinsically motivated and passionate about achieving excellence.

  • Exceptional organizational skills, follow through, and attention to detail.

  • Strong desire to work collaboratively with others to create solutions.

  • Track record of proactive leadership and sense of urgency.

  • Able to read emotions and respond appropriately for a positive outcome.

  • Accountability mindset. Has ownership of results.

  • Experienced leader with a track record of building a high-performing team.

  • Relationship builder. Must listen and understand the needs of others.

  • Excellent verbal and written communication skills

  • Able to multitask, prioritize, and manage time efficiently.

  • Able to evaluate and prioritize multiple concurrent issues in a fast-paced environment.

  • Proficiency in using CRM software and aptitude for working with various programs including Word, Outlook, Excel & PowerPoint.

 

Monday – Friday | 8 am – 5 pm | $95k - $105k annually

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