Customer Service Manager

Twice; Walpole (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading apparel company in Massachusetts is seeking a Customer Service Manager to lead a team that delivers exceptional service. You will ensure accurate order processing and proactive communication with customers and sales representatives. The ideal candidate has over 10 years of experience in customer service and strong leadership skills. The role involves collaborating closely with various departments to enhance processes and create a positive work culture.

Qualifications

• 10+ years relevant work experience in customer service, preferably in apparel.
• 3+ years managing a customer service organization.
• Experience with Enterprise Systems and Business Intelligence.

Responsibilities

• Ensure accurate orders are entered and production-ready.
• Communicate proactively with customers and sales representatives.
• Manage and develop a high-performing customer service team.

Skills

Customer/Client Service achievements

Verbal communication skills

Written communication skills

Analytical skills

Interpersonal skills

Problem-solving mindset

Leadership skills

Organizational skills

Education

BA/BS degree

Tools

Microsoft Office (Word, Excel, PowerPoint)

NetSuite

Job description

Overview

As the Customer Service Manager, you will lead the effort to build a team that will deliver a world-class service experience for our wholesale customers, sales representatives and direct consumers. For Ashworth, that means delivering customer/consumer orders accurately, on time and complete, minimizing friction points for both the sales representatives and especially the customer/consumer. You will be an integral part of the Senior Leadership Team all working together to execute the overall business plan. You love being in the trenches and working directly with your team and the customer to solve problems and deliver results. You bring a natural curiosity to work every day to ask the right questions and drive your team and the organization to better processes and procedures that will deliver better results. Your energy and enthusiasm are contagious and help bring the best out of the people around you. Your organizational and analytical skills enable you to effectively manage our order pool and be a natural problem solver. You are collaborative and have impeccable follow through and attention to detail.

Experience Required

Qualifications:

• BA/BS degree required with 10+ years relevant work experience. Apparel experience preferred.
• 3+ years of experience managing a customer service organization
• Possesses mid-level to advanced Microsoft Office skills (Word, Excel, PowerPoint)
• Experience working within Enterprise Systems, WMS and Business Intelligence / Business Analytics solutions. NetSuite experience is preferred but not required.

Skills

• Track record of Customer/Client Service achievements
• Enthusiasm and commitment to providing an excellent customer experience
• Strong verbal, written, analytical, persuasion and interpersonal skills
• Exceptional listening skills
• Ability to organize and prioritise work and meet deadlines
• Executive-level communication and interpersonal skills with the ability to effectively navigate and mediate conflict
• Proactive/Problem solving mindset
• Ability to prioritize tasks efficiently
• Effective team player who collaborates with others and shares ideas
• Demonstrate ability in leadership, mentorship and organizational behavior
• Demonstrate high standards of ethical conduct

Essential Responsibilities

Role and Responsibilities:

• Work closely with Sales and Customers to ensure detailed and accurate orders are being entered into RepSpark and flowing to NetSuite.
• Own the company order pool and work with your team to ensure all orders are production ready in a timely fashion to allow the operation to begin production:
  • Work closely with Product Development/Sales on inventory issues
  • Work closely with Embellishment Manager to obtain customer art approvals
  • Work closely with Operations on identifying order priorities and scheduling
  • Work closely with Finance/Credit to obtain credit approvals and manage risk
• Communicate proactively with customers and sales representatives when problems arise and bring solutions to the table
• Leverage NetSuite reporting and available Business Intelligence tools to monitor, measure and report on order pool status for all departments.
• Manage and develop a high performing customer service team that:
  • Clearly understands what success looks like and works diligently every day to deliver results and meet expectations
  • Thrives working autonomously yet values learning, winning and laughing together
  • Represents and maintains the high brand standards in all communication, both internal and external
  • Embodies a team mindset and will work cross functionally and outside boundaries as needed to deliver expected results for our customers
• Collaborate with Leadership Team and CEO to problem solve, identify business improvements, implement strategies, build the Ashworth brand and create a "Great Place to Work" culture.