Customer Service Manager

Hanes Companies, Inc; Calhoun (GA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health/dental/vision insurance

401K

Discounted stock program

Job summary

Hanes Companies, Inc is looking for a Customer Service Team Lead in Calhoun, Georgia. The role involves leading the customer service team to provide exceptional support to retail accounts.

Key responsibilities include overseeing order fulfillment, mentoring staff, resolving inquiries, and ensuring effective communication with Sales and Operations. Applicants should have 2+ years in customer service and strong problem-solving skills. Benefits include health insurance and a 401K program.

Qualifications

• 2+ years in customer service, account support, or order management within consumer goods, wholesale, or retail.
• Experience managing or mentoring a team.
• Strong understanding of order-to-cash processes, EDI, and retailer expectations.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Lead and develop the customer service team for exceptional retailer support.
• Oversee order fulfillment and proactive issue resolution.
• Guide CSRs on handling retailer inquiries and escalations.
• Collaborate with Operations to monitor inventory levels.

Skills

Customer service management

Order management

Cross-functional collaboration

Problem-solving

Communication

Job description

Leads customer experience for our retail accounts, ensuring seamless communication, accurate order handling, and strong cross‑functional coordination. This role manages the customer service team while partnering closely with Sales and Operations, and oversees the processes that keep our retail partners supported, informed, and satisfied.

Key Responsibilities

• Lead, mentor, and develop the customer service team to deliver exceptional retailer support.
• Oversee order fulfillment to ensure products ship on time and in full, resolving issues proactively.
• Provide guidance to CSRs and Operations on handling retailer inquiries, escalations, and service challenges.
• Collaborate with Operations/Receiving to monitor inventory levels and prevent service disruptions.
• Serve as the primary point of contact for the sales team and their retail accounts.
• Partner with the AR specialist to reduce disputes, improve invoicing accuracy, and support collections.
• Coordinate with IT/programming teams on EDI requirements for retail customers.
• Provide regular updates to Senior Management on shipping challenges and wins.
• Work with the credit team to set up new customers and ensure accurate terms and agreements.
• Oversee dot‑com order processing to ensure timely shipment and customer satisfaction.

Qualifications

• 2+ years in customer service, account support, or order management within consumer goods, wholesale, or retail.
• Experience managing or mentoring a team.
• Strong understanding of order‑to‑cash processes, EDI, and retailer expectations.
• Excellent communication, problem‑solving, and cross‑functional collaboration skills.
• Ability to thrive in a fast‑paced environment with shifting priorities.

Benefits

Health/dental/vision insurance, 401K, and discounted stock program.

Equal Employment Opportunity/Affirmative Action/Veteran/Disability Employer