Customer Service Manager

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.

Department: Customer Service & Support
Function: Customer Service
Experience Level: Associate