Senior Customer Service Manager

Job Details

Develop and manage a comprehensive customer service training program, including oversight of designated team members

Continuously improve performance metrics, reporting, and operational tools to enhance both customer service and outsourced team efficiency

Design, implement, and maintain onboarding, training, and team member development programs

Lead, mentor, and grow a high-performing customer service team

Conduct performance reviews and provide ongoing feedback to team members

Partner with Sales Leadership to identify areas of opportunity and continuously improve

Advocate for the needs of the customer service team and facilitate activities that strengthen employee morale

Maintain understanding of color patterns, hat styles, and other information necessary for maintaining processes

Maintain a high level of professionalism with customer and sales rep inquiries regarding order status, product details, and documentation requirements

Provide clear, timely communication to resolve questions, discrepancies, or missing order information

Assist with quoting, product availability checks, and lead-time inquiries when needed

Minimum of 5 years of progressive leadership experience in Sales or Customer Service

Ability to prioritize work projects and excellent time management skills

Communication proficiency. Both written and verbal

Proven ability to manage multiple tasks with shifting priorities in a fast-paced environment

Strong communication skills with proven ability to develop employees

Strong Project Management Skills

Knowledge of web-based programs

Exposure to basic data analysis, report building, or process optimization

Prior experience supporting field-based or outside sales reps

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.