Customer Service Manager - Liverpool, NY
About The Position
The Customer Service Manager leads the Syracuse-based Customer Service Team, setting clear 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 an energetic leader with strong team-building, communication, and people-management skills. Deep product or operational knowledge in workwear or team sports, along with a strong retail-management background, is highly preferred to support the demands of Central New York’s commercial and sports markets. This is an on-site position in Liverpool, New York. The manager oversees daily customer-service operations, develops and manages team performance, handles critical escalations, improves workflows, tracks KPIs, administers budgets, and partners with regional Commercial, Sales, and Finance leaders and enterprise leadership.
Requirements
- Exceptional team-building, communication, and people-management skills.
- Strong background in retail management.
Nice To Haves
- Deep product or operational knowledge in workwear or team sports.
Responsibilities
- Establish goals, strategies, and operational initiatives for the Syracuse-based Customer Service Team.
- Attract, retain, and develop high-potential talent within the regional branch.
- Manage employee performance through coaching, ongoing feedback, and structured annual reviews.
- Oversee daily, high-volume customer-service operations and adjust staffing to accommodate fluctuating order volumes, seasonal peaks, and tight delivery windows.
- Serve as the senior escalation point for critical customer disputes and supply-chain challenges.
- Oversee end-to-end order processing, from order entry through logistics communication.
- Analyze workflow efficiency, resolve operational bottlenecks, and track key performance indicators (KPIs).
- Administer operational budgets.
- Partner with regional Commercial, Sales, and Finance leads to align customer-service goals with revenue targets.
- Serve as a direct communication bridge to senior enterprise leadership.
Benefits
- Access to a large network of medical and behavioral health professionals.
- 401(k) retirement 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.
- Generous paid 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
