Customer Service Manager

Job description

This position manages the Syracuse-based Customer Service Team by establishing clear goals, strategies, and operational initiatives to drive divisional metrics and long-term organizational growth. Operating in a fast-paced, high-volume environment, this role requires an energetic leader with exceptional team-building, communication, and people management skills. Deep product or operational knowledge in workwear or team sports, alongside a strong background in retail management, is highly preferred to support Central New York's commercial and sports market demands.

Position Work Arrangement

On-site Attract, retain, and cultivate high-potential talent within the regional branch while managing performance through coaching, ongoing feedback, and structured annual reviews. Oversee day-to-day high-volume customer service operations, dynamically scheduling and shifting personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows. Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication.

Continuously analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators (KPIs), and administer operational budgets. Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets and serve as a direct communication bridge to senior enterprise leadership.

Qualifications

3+ years of customer service or operations management experience in a fast-paced environment. Strong background and leadership experience in retail management strongly preferred. Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable. Proven track record of team building, staff retention, talent development, and conflict resolution. Demonstrated expertise in high-volume workflow management paired with excellent written and verbal communication skills.