Customer Service Manager
About The Position
Stormtech Performance Apparel, a family-owned and operated company since 1977 and a fast-growing supplier in the promotional product industry, is seeking a Customer Service Manager with a player/coach mentality. This role is critical for protecting customer trust, reducing escalations, improving consistency, and enabling scalable growth through a predictable customer experience. As the company scales globally, delivering a consistent and trusted customer experience is paramount. The Customer Service Manager will play an important leadership role in strengthening execution consistency and improving the overall customer experience. The company values teamwork, integrity, accountability, adaptability, and a drive for continuous improvement, focusing on providing a simple and trusted experience for customers and fostering a sustainable future.
Requirements
- 5+ years of experience in customer service leadership and quality assurance.
- Experience with Salesforce Service Cloud and reporting functionality.
- Experience in B2B sales and service environments.
- Proven ability to improve customer experiences through operational improvements, scalable processes, and measurable service outcomes.
- Demonstrated success leading change, coaching teams, and driving accountability in fast-paced environments.
- Strong communication, organizational, and problem-solving skills.
- Analytical mindset with the ability to identify trends, root causes, and improvement opportunities.
- Experience influencing teams and improving alignment around customer outcomes.
- Comfortable navigating ambiguity and driving continuous improvement constructively.
- Ability to travel in Canada and the United States 4-5 weeks a year.
Nice To Haves
- Experience managing both domestic and offshore teams is a plus.
- Understanding of continuous improvement tools and processes.
- Proficiency in Microsoft Office and ability to quickly learn new programs.
- Knowledge of industry trends and emerging technologies that may impact the business.
- A degree or post-secondary diploma is considered an asset but not required.
Responsibilities
- Maintain high standards of service quality across onshore and offshore teams.
- Monitor performance metrics and provide coaching to improve responsiveness, accuracy, and consistency.
- Identify recurring service failures and implement process, workflow, and communication improvements.
- Own and improve service standards, QA practices, SOPs, templates, and training content.
- Drive operational discipline through measurable standards, quality audits, and scalable workflows.
- Act as the primary point of contact for high-level customer escalations.
- Resolve issues quickly and effectively while identifying root causes and long-term corrective actions.
- Partner cross-functionally to reduce recurring customer pain points and improve the end-to-end customer experience.
- Partner closely with Sales Leadership to resolve customer and order-related issues.
- Ensure alignment between customer service and sales teams through clear communication, accountability, and shared service expectations.
- Influence cross-functional partners to improve processes and customer outcomes.
- Lead hiring, performance management, scheduling, and day-to-day team operations.
- Operate as a player-coach by staying close to frontline execution and supporting the team in real time.
- Reinforce operational consistency, accountability, and customer-focused decision making.
- Support continuous improvement initiatives and other operational projects as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
