Senior Customer Service Manager

Job Description

Job Description

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

People Leadership

• 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

Customer & Sales Support

• 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.

Qualifications and Skills

• 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

Preferred Qualifications

• 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