Senior Customer Service Manager: Lead, Train & Elevate CX

Imperialsports; Bourbon (MO); On-site; USD 85,000 - 110,000; Full time

Job summary

Imperialsports is seeking a Sr. Customer Service Manager to lead a high-performing team, ensuring accurate, timely, and professional support for customers and sales representatives.

You'll drive onboarding, training, performance metrics, and reporting, aligning processes with departmental goals. You will partner with the Director of Sales Administration to strengthen accountability and service consistency, improve morale, and elevate the overall customer experience through structured development

Qualifications

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

Responsibilities

• Develop and manage a comprehensive customer service training program.
• Lead, mentor, and grow a high-performing customer service team.
• Partner with Sales Leadership to identify areas of opportunity and continuously improve.
• Maintain professionalism with customer and sales rep inquiries regarding order status, product details, and documentation requirements.
• Assist with quoting, product availability checks, and lead-time inquiries when needed.

Skills

Leadership experience

Time management

Written and verbal communication

Multitasking

Employee development

Job description

Imperialsports is seeking a Sr. Customer Service Manager to lead a high-performing team, ensuring accurate, timely, and professional support for customers and sales representatives.

You'll drive onboarding, training, performance metrics, and reporting, aligning processes with departmental goals. You will partner with the Director of Sales Administration to strengthen accountability and service consistency, improve morale, and elevate the overall customer experience through structured development