Customer Service Manager

PromoPlacement•City of Commerce, CA

11d

About The Position

The Customer Service Manager will lead and oversee the daily operations of the customer service department, ensuring best-in-class support for our wholesale clients. This role is responsible for managing the customer service team, optimizing ticketing systems, improving internal processes, and enhancing the overall customer experience. The ideal candidate has strong leadership skills, hands-on experience with customer service platforms, and a proven track record in process improvement within a wholesale or apparel environment.

Requirements

5+ years of customer service experience, preferably in wholesale apparel or related industry.
2+ years of leadership or management experience.
Hands-on experience with ticketing systems and CRM platforms.
Demonstrated success in process improvement and workflow optimization.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office and reporting tools.

Nice To Haves

Experience in wholesale, fashion, or apparel distribution.
Familiarity with ERP systems and order management platforms.

Responsibilities

Lead, mentor, and develop a team of customer service representatives.
Establish performance metrics, KPIs, and service standards.
Conduct regular coaching sessions, performance reviews, and training initiatives.
Foster a culture of accountability, collaboration, and continuous improvement.
Ensure timely and accurate resolution of customer inquiries, order issues, returns, and claims.
Serve as an escalation point for complex customer concerns.
Maintain strong relationships with wholesale accounts and key partners.
Monitor service levels to meet or exceed response time and satisfaction goals.
Manage and optimize the company’s customer service ticketing system (e.g., Zendesk, Freshdesk, Gorgias, Salesforce Service Cloud, etc.).
Analyze ticket trends to identify recurring issues and implement solutions.
Create workflows, automation rules, and reporting dashboards to improve efficiency.
Ensure proper documentation and knowledge base maintenance.
Identify gaps and inefficiencies in customer service workflows.
Develop and implement scalable processes to support company growth.
Collaborate with sales, warehouse, production, and accounting teams to streamline order flow and communication.
Utilize data and reporting to drive continuous improvement initiatives.
Lead cross-functional projects focused on operational efficiency.
Track and report on KPIs including response time, resolution time, customer satisfaction, and order accuracy.
Provide insights and recommendations to leadership based on service data.
Forecast staffing needs based on seasonal demand and business growth.