Customer Service Manager

Hanes Companies•Calhoun, GA

11d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.