Customer Service Manager

Imperialsports; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Imperialsports is seeking a People Leader to guide a customer service team in a hybrid work environment. This role will mentor staff, manage daily operations, and ensure timely escalations are resolved while hitting quality and productivity targets.

You will collaborate with Sales leadership to drive improvements and advocate for team needs. The ideal candidate has 5+ years of leadership in Sales or Customer Service, strong communication skills, and experience managing multiple priorities in a

Qualifications

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

Responsibilities

• Lead, mentor, and grow a high-performing customer service team.
• Oversee day-to-day operations ensuring escalations are handled promptly and accurately.
• Conduct performance reviews and provide ongoing feedback.
• Partner with Sales Leadership to identify opportunities and improve.
• Advocate for customer service team needs and maintain morale.

Skills

Leadership

Customer Service

Time Management

Communication

Project Management

Data Analysis

Tools

Web-based programs

Job description

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