Customer Service Manager

Kelli's•Coppell, TX

12d

About The Position

At Kelli’s, We Give More – more support, more opportunity, more heart. As the nation’s leading family-owned wholesale distributor to over 13,000 gift shops across hospitals, resorts, casinos, pharmacies, and tourist destinations, we believe success comes from helping others succeed. We give our customers more than just products—we give them personalized service, strategic insight, and a trusted partner. We give our team members more than just a job—we offer purpose, growth, and a place to build your Legacy . Summary Kelli’s is currently seeking a Customer Service Manager to join our Customer Care team. This leader will bring passion, hustle, and a proven ability to inspire others, while ensuring every customer interaction reflects our values of Integrity, Teamwork, and Excellence.

Requirements

High School Diploma or equivalent
3–5 years in a Customer Service Manager role (or similar sales environment), leading a team of 10+ direct reports.
Demonstrated success in call coaching, QA review, and team training/development initiatives.
Deep understanding of the customer experience, including soft sales, empathy, and problem resolution.
Strong ability to motivate, coach, and develop people, with a proven record of growing talent. Ability to set clear expectations, hold team members accountable, and foster a culture of growth and positivity.
Skilled in data analysis, performance tracking, and making data-driven decisions.
Experienced in negotiation, upselling, and cross-selling through a soft sales approach.
Proficiency in CRM systems, reporting tools, and Microsoft Office.

Responsibilities

Oversee daily operations of the Customer Service team, ensuring fairness, accountability, and consistency.
Empower your team to succeed today while preparing them for long-term career growth within Kelli’s.
Develop strategies to boost sales and elevate every customer experience.
Establish goals, KPIs, and performance benchmarks to drive efficiency, sales support, and service excellence.
Analyze system reports, manage opportunity queues, and identify cross-sell and upsell opportunities.
Listen to recorded calls, complete regular call audits, and provide real-time feedback.
Develop and implement a QA process that includes daily/weekly call reviews, coaching check-ins, and follow-up assessments to track individual progress.
Train, motivate, and mentor team members to exceed performance goals and embrace continuous improvement.
Be a hands-on trainer who listens to recorded calls, completes regular call audits, and delivers real-time coaching to help staff refine skills, boost confidence, and elevate service.
Create and facilitate monthly refresher training sessions and microlearning opportunities to promote consistency and continuous improvement across the department.
Support team development and build a pipeline of staff advancements.
Collaborate across departments to ensure smooth operations and strong customer satisfaction.
Stay informed on industry trends, best practices, and technology advancements that enhance service delivery.
Other duties when assigned