Customer Service Manager

Customer Service Manager

Location

• Commerce, CA
• On-site position with significant interaction across customer service, sales, and warehouse operations

Compensation

• $90,000 - $100,000 base salary
• 10% annual company bonus eligibility
• Comprehensive benefits package

Company Overview

A growing apparel manufacturer serving customers throughout North America. The company is seeking a Customer Service Manager to help build scalable processes, improve cross-functional communication, and elevate service performance across the organization.

Position Overview

The Customer Service Manager will lead customer service operations while driving process improvement initiatives across the business. This role is ideal for someone who enjoys creating structure, implementing systems, and improving workflows in a fast-paced environment.

The successful candidate will partner closely with sales, warehouse, and leadership teams to enhance the customer experience, improve operational efficiency, and establish best practices for customer service processes.

Key Responsibilities

• Evaluate and improve customer service workflows, communication processes, and operational procedures
• Develop and implement systems that improve order management, customer communication, and issue resolution
• Lead and coach the customer service team to improve performance and service quality
• Manage escalated customer concerns and identify long-term solutions
• Partner with warehouse and sales teams to ensure timely order fulfillment and customer satisfaction
• Improve the customer onboarding and account setup experience
• Oversee showroom operations and support customer visits to the facility
• Represent the company at trade shows and customer events
• Monitor key performance metrics and implement continuous improvement initiatives

Process Improvement & Operational Excellence

• Establish scalable customer service processes and workflows
• Drive implementation and optimization of customer service platforms and tools
• Develop communication workflows that enhance the customer experience
• Improve lead processing and account development procedures
• Analyze returns, credits, and customer claims to identify root causes and prevent recurring issues
• Collaborate with operations and warehouse leadership to resolve systemic challenges
• Evaluate customer interactions and service quality to support coaching and training efforts

Key Performance Indicators

• Customer satisfaction and customer retention growth
• Reduced returns, claims, and service-related issues
• Improved communication between customer service, sales, and distribution teams
• Increased efficiency of customer service operations
• Successful implementation of new processes and systems
• Ongoing development and engagement of customer service associates

Ideal Candidate Profile

• 5+ years of customer service leadership or operations management experience
• Proven experience improving workflows, systems, and business processes
• Strong project management and change management capabilities
• Experience implementing CRM, customer service, ticketing, or workflow management systems
• Excellent communication and cross-functional leadership skills
• Analytical mindset with the ability to identify root causes and drive process improvements
• Comfortable working closely with warehouse, operations, and sales teams
• Hands-on leader who enjoys building structure and scaling processes

Preferred Backgrounds

• Apparel, consumer products, manufacturing, distribution, wholesale, or retail environments
• Customer service management within a product-focused organization
• Experience managing order fulfillment, returns, claims, and customer escalation processes
• Experience implementing customer service technology platforms and workflow improvements

What Success Looks Like

• Customer service processes are standardized, documented, and scalable
• Communication between departments is streamlined and effective
• Customer satisfaction continues to improve
• Returns, credits, and shipment-related issues decline through proactive problem-solving
• The customer service team is engaged, accountable, and performing at a high level
• The organization operates more efficiently through improved systems, workflows, and collaboration between departments