Customer Service Manager

Job Title: Customer Service Manager
Department: Customer Experience
Reports To: Director of Operations / VP of Sales
Company Overview
We are a wholesale apparel company committed to delivering high-quality products and exceptional service to our retail partners. Our team values efficiency, accountability, and continuous improvement in every aspect of our operations.

Position Summary
The Customer Service Manager will lead and oversee the daily operations of the customer service department, ensuring best-in-class support for our wholesale clients. This role is responsible for managing the customer service team, optimizing ticketing systems, improving internal processes, and enhancing the overall customer experience. The ideal candidate has strong leadership skills, hands-on experience with customer service platforms, and a proven track record in process improvement within a wholesale or apparel environment.

Key Responsibilities
Team Leadership & Management

• Lead, mentor, and develop a team of customer service representatives.
• Establish performance metrics, KPIs, and service standards.
• Conduct regular coaching sessions, performance reviews, and training initiatives.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Experience Oversight

• Ensure timely and accurate resolution of customer inquiries, order issues, returns, and claims.
• Serve as an escalation point for complex customer concerns.
• Maintain strong relationships with wholesale accounts and key partners.
• Monitor service levels to meet or exceed response time and satisfaction goals.

Ticketing System Management

• Manage and optimize the company's customer service ticketing system (e.g., Zendesk, Freshdesk, Gorgias, Salesforce Service Cloud, etc.).
• Analyze ticket trends to identify recurring issues and implement solutions.
• Create workflows, automation rules, and reporting dashboards to improve efficiency.
• Ensure proper documentation and knowledge base maintenance.

Process Improvement & Operational Excellence

• Identify gaps and inefficiencies in customer service workflows.
• Develop and implement scalable processes to support company growth.
• Collaborate with sales, warehouse, production, and accounting teams to streamline order flow and communication.
• Utilize data and reporting to drive continuous improvement initiatives.
• Lead cross-functional projects focused on operational efficiency.

Reporting & Analytics

• Track and report on KPIs including response time, resolution time, customer satisfaction, and order accuracy.
• Provide insights and recommendations to leadership based on service data.
• Forecast staffing needs based on seasonal demand and business growth.

Qualifications

• 5+ years of customer service experience, preferably in wholesale apparel or related industry.
• 2+ years of leadership or management experience.
• Hands-on experience with ticketing systems and CRM platforms.
• Demonstrated success in process improvement and workflow optimization.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and reporting tools.

Preferred Qualifications

• Experience in wholesale, fashion, or apparel distribution.
• Familiarity with ERP systems and order management platforms.

Core Competencies

• Leadership & Team Development
• Customer-Centric Mindset
• Operational Efficiency
• Data-Driven Decision Making
• Cross-Functional Collaboration

What We Offer

• Competitive salary and performance-based incentives
• Health, dental, and vision benefits
• Paid time off and holidays
• Growth opportunities within a dynamic organization