Customer Service Manager - Liverpool, NY
About The Position
The Customer Service Manager leads the Syracuse-based Customer Service Team, establishing goals, strategies, and operational initiatives to improve divisional metrics and support long-term organizational growth. The role operates in a fast-paced, high-volume environment and calls for strong team-building, communication, and people-management skills. Product or operational knowledge in workwear or team sports, together with retail management experience, is highly preferred to support Central New York’s commercial and sports markets. The position is on-site. The manager develops and retains talent, oversees customer service operations and staffing, handles significant escalations, and improves workflows while tracking performance and managing operational budgets. The role works with regional Commercial, Sales, and Finance leaders to align customer service objectives with revenue goals and communicate with senior enterprise leadership.
Requirements
- At least 3 years of customer service or operations management experience in a fast-paced environment.
- Proven track record in team building, staff retention, talent development, and conflict resolution.
- Expertise in high-volume workflow management.
- Excellent written and verbal communication skills.
Nice To Haves
- Strong background and leadership experience in retail management.
- Hands-on experience or functional product knowledge in workwear or team sports equipment or apparel.
Responsibilities
- Attract, retain, and develop high-potential talent within the regional branch.
- Manage employee performance through coaching, ongoing feedback, and structured annual reviews.
- Oversee day-to-day, high-volume customer service operations.
- Schedule and reallocate personnel in response to fluctuating order volumes, seasonal peaks, and tight delivery windows.
- Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication.
- Analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators, and administer operational budgets.
- Partner with regional Commercial, Sales, and Finance leaders to align customer service goals with revenue targets.
- Serve as a direct communication bridge to senior enterprise leadership.
Benefits
- Access to a network of medical and behavioral health professionals.
- 401(k) plan with an automatic contribution of 3% of eligible pay and a matching contribution of 50% on the first 7% of eligible pay contributed.
- Company-paid basic life insurance equal to twice base annual salary, up to a $50,000 maximum.
- Paid time off, including a vacation program that varies based on experience and position.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
