Senior Customer Service Manager

Imperial; Bourbon (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

Imperial in the United States is seeking a Customer Service Training and People Leadership Leader to build and oversee a comprehensive training program, manage designated team members, and drive service excellence. You will mentor a high‑performing team, conduct performance reviews, and partner with Sales Leadership to identify opportunities and continuously improve metrics, reporting, and tools.

The role requires strong communication, onboarding and development of employees, while maintaining

Qualifications

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

Responsibilities

• Develop and manage a comprehensive customer service training program, including oversight of designated team members.
• Continuously improve performance metrics, reporting, and operational tools to enhance both customer service and outsourced team efficiency.
• Lead, mentor, and grow a high-performing customer service team.
• 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

Communication

Time management

Prioritization

Multi-tasking

People development

Mentoring

Performance reviews

Job description

• Develop and manage a comprehensive customer service training program, including oversight of designated team members
• Continuously improve performance metrics, reporting, and operational tools to enhance both customer service and outsourced team efficiency
• Design, implement, and maintain onboarding, training, and team member development programs
• Lead, mentor, and grow a high-performing customer service team
• 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.

Training

• Develop and manage a comprehensive customer service training program, including oversight of designated team members
• Continuously improve performance metrics, reporting, and operational tools to enhance both customer service and outsourced team efficiency
• Design, implement, and maintain onboarding, training, and team member development programs

People Leadership

• Lead, mentor, and grow a high-performing customer service team
• 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
• 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
• Knowledge of web-based programs
• Exposure to basic data analysis, report building, or process optimization
• Prior experience supporting field-based or outside sales reps