Customer Service Manager

Imperial; Bourbon (MO); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Imperial is seeking a Customer Service Leader to mentor a high-performing team in a hybrid work environment. This role focuses on accountability, development, and customer-first thinking while driving escalation resolution and delivery of accuracy targets.

You will partner with Sales Leadership to identify opportunities, advocate for the team, and maintain professional communications with customers and reps. Strong leadership and communication skills are required.

Qualifications

• Minimum of 5 years of progressive leadership experience in Sales or Customer Service.
• Ability to prioritize work projects and excellent time management skills.
• Proven ability to manage multiple tasks with shifting priorities in a fast-paced environment.
• Strong communication skills with proven ability to develop employees.

Responsibilities

• Lead, mentor, and grow a high-performing customer service team, fostering accountability, development, and customer-first thinking.
• Oversee day-to-day operations ensuring escalations are handled promptly and productivity, quality and accuracy goals are achieved.
• Conduct performance reviews and provide ongoing feedback to team members.
• Partner with Sales Leadership to identify areas of opportunity and continuously improve.
• Advocate for the needs of the customer service team and strengthen employee morale.
• Maintain professionalism with customer and sales reps about order status, product details, and documentation requirements.
• Provide clear, timely communication to resolve questions, discrepancies, or missing order information.
• Assist with quoting, product availability checks, and lead-time inquiries when needed.

Skills

Leadership

Communication

Time management

Prioritization

People development

Tools

Web-based programs

Job description

• Lead, mentor, and grow a high-performing customer service team, fostering a culture of accountability, development, and customer-first thinking
• Oversee day-to-day operations ensuring escalations are handled promptly and accurately, CSR questions are answered as needed and productivity, quality and accuracy goals are achieved
• Conduct performance reviews and provide ongoing feedback to team members
• Partner with Sales Leadership to identify areas of opportunity and continuously improve
• Advocate for the needs of the customer service team and facilitate activities that strengthen employee morale
• Maintain understanding of color patterns, hat styles, and other information necessary for maintaining processes.
• Maintain a high level of professionalism with customer and sales rep inquiries regarding order status, product details, and documentation requirements.
• Provide clear, timely communication to resolve questions, discrepancies, or missing order information.
• Assist with quoting, product availability checks, and lead-time inquiries when needed.

People Leadership

• Lead, mentor, and grow a high-performing customer service team, fostering a culture of accountability, development, and customer-first thinking
• Oversee day-to-day operations ensuring escalations are handled promptly and accurately, CSR questions are answered as needed and productivity, quality and accuracy goals are achieved
• Conduct performance reviews and provide ongoing feedback to team members
• Partner with Sales Leadership to identify areas of opportunity and continuously improve
• Advocate for the needs of the customer service team and facilitate activities that strengthen employee morale

Customer & Sales Support

• Maintain understanding of color patterns, hat styles, and other information necessary for maintaining processes.
• Maintain a high level of professionalism with customer and sales rep inquiries regarding order status, product details, and documentation requirements.
• Provide clear, timely communication to resolve questions, discrepancies, or missing order information.
• Assist with quoting, product availability checks, and lead-time inquiries when needed.

Qualifications And Skills

• Minimum of 5 years of progressive leadership experience in Sales or Customer Service
• Knowledge of web-based programs (Preferred)
• Ability to prioritize work projects and excellent time management skills
• Communication proficiency. Both written and verbal
• Proven ability to manage multiple tasks with shifting priorities in a fast-paced environment
• Strong communication skills with proven ability to develop employees

Preferred Qualifications

• Strong Project Management Skills.
• Exposure to basic data analysis, report building, or process optimization.
• Prior experience supporting field-based or outside sales reps.

Work Environment & Physical Requirements

• Hybrid work setup with a mix of on-site and remote work
• Prolonged periods at a computer workstation
• Occasional extended periods of phone or online communication
• Travel Requirements are minimal

,

Behaviors

Preferred

• Leader: Inspires teammates to follow them
• Dedicated: Devoted to a task or purpose with loyalty or integrity