Customer Service Manager

Job Description

Job Description

We are looking for a Customer Service Manager to lead the client experience for corporate branding programs and digital ordering services. This role focuses on improving every stage of the customer journey, from account support and order management to delivery satisfaction and long-term client loyalty. The ideal candidate brings a strong blend of customer service leadership, purchasing knowledge, and operational coordination to create efficient processes and a consistently high standard of service.

Responsibilities:
• Guide the overall customer experience strategy for uniform and branded merchandise programs, ensuring smooth interactions across ordering, support, and fulfillment.
• Partner with clients, administrators, and end users to understand service needs and resolve issues in a timely, attentive manner.
• Oversee purchasing-related activities tied to customer orders, including procurement coordination, material availability, and vendor communication.
• Identify service gaps and workflow inefficiencies, then implement practical improvements that strengthen accuracy, speed, and customer satisfaction.
• Monitor online ordering platform performance and collaborate with internal teams to recommend enhancements that improve usability and reliability.
• Track service trends, customer feedback, and account performance metrics to support retention efforts and continuous improvement initiatives.
• Coordinate cross-functional efforts between customer service, purchasing, and administrative teams to maintain consistent execution and communication.
• Support process updates and operational changes as needed, ensuring minimal disruption to customers and internal stakeholders.• Experience leading customer service operations in a business-to-business, e-commerce, or program-based environment.
• Working knowledge of purchasing management, procurement processes, and material coordination.
• Ability to evaluate customer needs and translate them into service improvements and operational solutions.
• Strong organizational and administrative management skills with close attention to detail.
• Effective communication skills with the ability to build positive relationships across clients, vendors, and internal teams.
• Proficiency in managing multiple priorities while maintaining service quality and timely follow-through.
• Experience using data, feedback, and performance measures to improve customer satisfaction and account outcomes.