The Sr. Customer Service Manager leads and develops a high-performing customer service team while ensuring accurate, timely, and professional support for customers and sales representatives. This role drives continuous improvement through structured onboarding, training, team member development, performance metrics, reporting, and operational tools. Working closely with the Director of Sales Administration, this position helps align customer service processes, communication standards, and team priorities with departmental goals, strengthening accountability, service consistency, employee morale, and the overall customer experience.

Training

• 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

People Leadership

• 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

Customer & Sales Support

• 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.

Qualifications and Skills

• 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

Preferred Qualifications

• 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