Customer Service Manager

Imperial Headwear; Bourbon (MO); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Imperial Headwear is seeking a seasoned Leader to lead, mentor, and grow a high-performing customer service team in a hybrid work environment in Missouri. You will oversee day-to-day operations, ensure timely escalations, and drive productivity, quality and accuracy to meet goals.

You will conduct performance reviews, partner with Sales Leadership to identify opportunities, advocate for the team, and maintain product knowledge to support processes and customer inquiries.

Qualifications

• 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.

Responsibilities

• Lead, mentor, and grow a high-performing customer service team.
• 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.

Skills

Leadership

Sales knowledge

Customer Service

Communication

Time management

Mentoring

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.

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

Leader

: Inspires teammates to follow them

Dedicated

: Devoted to a task or purpose with loyalty or integrity

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.