Customer Service Manager

Customer Service Manager

Leads customer experience for our retail accounts, ensuring seamless communication, accurate order handling, and strong cross-functional coordination. This role manages the customer service team, but partners closely with Sales and Operations, and oversees the processes that keep our retail partners supported, informed, and satisfied.

• Lead, mentor, and develop the customer service team to deliver exceptional retailer support.
• Oversee order fulfillment to ensure products ship on time and in full resolving issues proactively.
• Provide guidance to CSRs and Operations on handling retailer inquiries, escalations, and service challenges.
• Collaborate with Operations/Receiving to monitor inventory levels and prevent service disruptions.
• Serve as the primary point of contact for the sales team and their retail accounts.
• Partner with the AR specialist to reduce disputes, improve invoicing accuracy, and support collections.
• Coordinate with IT/programming teams on EDI requirements for retail customers.
• Provide regular updates to Senior Management on shipping challenges and wins.
• Work with the credit team to set up new customers and ensure accurate terms and agreements.
• Oversee dot-com order processing to ensure timely shipment and customer satisfaction.

• 2+ years in customer service, account support, or order management within consumer goods, wholesale, or retail.
• Experience managing or mentoring a team.
• Strong understanding of order-to-cash processes, EDI, and retailer expectations.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Ability to thrive in a fast-paced environment with shifting priorities.

Competitive hourly rate and benefits offered:
Health/dental/vision insurance, 401K, and discounted stock program.

Equal Employment Opportunity/Affirmative Action/Veteran/Disability Employer

Hanes Companies is a people-first organization dedicated to providing a complete benefits package for our employees and their families. Benefits include health/dental/vision insurance, retirement savings with company match, discount stock plan, paid time off, paid holidays, employee assistance program, gym reimbursement, education reimbursement, and many more!