Retail Services Manager

About Unrivaled Teamwear

Unrivaled Teamwear is the fast-growing parent company behind Gear for Sports and Knights Apparel. Headquartered in Lenexa, Kansas, we design, decorate, and deliver team gear — tees, fleece, performance wear, outerwear, headwear, and accessories — for customers ranging from big box retailers, college bookstores, golf courses and resorts, and national retailers.

We've grown quickly over the past year and expect that growth to continue. We are looking for motivated candidates looking to grow their career alongside the business.

• Assumes responsibility for ensuring the effective performance of Retail Services department functions with a focus on order execution and delivery performance.
• Ensures customer delivery expectations are met through proactive management of the order bank, identifying risks and driving resolution to maintain service commitments.
• Ensures orders are processed accurately and in a timely manner for new orders, replenishments, art only projects, count only entry needs, SMU/Sideline programs and committed MTO programs.
• Establishes and enforces standardized processes to improve order flow, reduce errors, and increase operational efficiency.
• Leads continuous process improvement initiatives to enhance service levels, scalability, and overall customer experience.
• Guarantees that information and support are provided to customers, sales managers, and representatives in a timely, accurate, and professional manner.
• Owns customer communication and relationship management, providing clear visibility to order status, timelines, and issue resolution.
• Partners closely with Sales to align on customer expectations, program execution, and service strategies.
• Collaborates cross-functionally with Production, Demand Planning, Finance, Brand, Art, IT and other departments to ensure alignment on order priorities, inventory, and capacity.
• Drives cross-functional accountability to maintain order flow and resolve constraints impacting delivery performance.
• Oversees the research, escalation, and resolution of order-related issues, ensuring root cause analysis is completed, and corrective actions are implemented.
• Analysis of returns and allowances attributed to a customer service error and subsequent counseling of staff.
• Provides feedback to other departments, including Sales, Brand, Product Development & Pricing teams, to improve processes and prevent recurrence of issues.
• Effectively supervises Retail Services personnel, ensuring optimal performance and proper resource allocation to meet business demand.
• Provides leadership through effective goal setting, delegation, and communication. Identifies service areas needing improvement and implements solutions.
• Trains, directs, and coordinates personnel. Provides assistance and support as needed.
• Conducts performance appraisals and provides coaching for improved performance. Implements corrective actions as needed.
• Ensures appropriate coverage and backup support across all accounts and functions.
• Develops and monitors performance metrics related to order processing, delivery performance, and customer satisfaction.
• Ensures required documentation, records, reports, and files are complete, accurate, and up to date.
• Maintains effective working relationships across departments to support seamless execution of customer orders.
• Broadcasts daily distribution of lead times for internal teams and external sales representatives.
• Performs overrides in entry systems, as needed to force orders through and bypass validations (ATP, lead time, org, etc).
• Performs ORG changes in Oracle, as needed to align orders to the ORG where the product lives.
• Performs line overrides to ATP in Oracle, as needed when dealing with date changes.
• Performs line…