Customer Service Manager

Customer Service Manager

We're not just another promotional marketing agency. We're innovators, collaborators, and dedicated partners to our clients, helping them amplify their brand visibility with custom-branded products. As a top-ranked agency (PPAI #27, ASI Top 40), we're looking for a driven Customer Service Manager to join our team and lead the charge within our Customer Service and Order Status teams.

The Customer Service Manager oversees daily operations to ensure exceptional customer service and efficient workflow. This role involves supervising and motivating a team of customer service representatives, monitoring performance metrics, handling escalated customer inquiries, and implementing strategies to improve service quality and team productivity. The manager collaborates with other departments to address customer needs, resolves complex issues, and maintains a positive work environment. Strong leadership, communication, and problem-solving skills are vital to fostering customer satisfaction and driving team success.

Core Values

WE LEAD WITH CONFIDENCE: We lead with Innovation, creativity, open-mindedness, and commitment.

WE EMBRACE CHANGE AND GROW: We believe diversity, inclusion, always learning, continual self-improvement, and being flexible makes us all better people.

WE KNOW THAT ATTITUDE IS EVERYTHING: We know that being positive and passionate will lead to a high-level teamwork and accountability.

WE BELIEVE IN DOING THE RIGHT THING: We believe in customer excellence, consistency, and executing and delivering results that matter!

WE ARE EAGER TO SERVE: We promise to be respectful, operate with integrity and awareness.

WE ARE RESILIENT: We take pride in our work, our community, and caring. Doing our part to make this world a better place.

Be a LEADER every day

What You'll Do:

Develop expert knowledge in systems of responsibility, as well as the defined process flows for order management.

Hire, train, and mentor customer service representatives to build a high-performing team.

Establish goals and success metrics for areas of responsibility and hold employees accountable to meet or exceed them.

Ensure efficient daily order process flow including timely resolution of issues as they arise.

Establish, maintain and continuously improve upon processes, policies and procedures to maximize employee productivity, customer satisfaction, and company profitability.

Develop and refine standard operating procedures (SOPs).

Audit and report order production data pertaining to web and ad hoc orders for a multitude of clients.

Inspire, support and reinforce the company’s culture, vision, mission and values.

What You'll Bring:

Bachelor’s degree in Marketing, Communications, Business, or a related field.

Previous experience in a Customer Service leadership role.

Thrives in a rapidly growing, entrepreneurial company and embraces the inherent challenges of a constantly changing environment.

Proven ability to motivate, lead and develop employees to continuously improve performance.

Excellent leadership skills, including the ability to set goals, motivate and manage conflict.

Understanding of branded merchandise (hard/soft goods, decoration techniques).

Proficiency in Microsoft Office Suite.

Excellent organizational, prioritization, and time-management skills.

Adaptability to both independent and collaborative work.

Why Leaderpromos?

We offer more than just branded merchandise; our focus is also on fostering career development and making a meaningful difference. We offer:

A Rewarding Culture: Focused on individual growth and success through targeted training, competitive benefits, and promotional opportunities.

A Diverse and Inclusive Workplace: We strive to create an environment where everyone can bring their whole selves to work. We are committed to an equitable and accessible recruitment process.

The "Leaderpromos Edge": Just like our clients, we strive to stand out. We leverage cutting-edge technology and global reach to deliver exceptional results. For over 25 years, our passion for creativity and client dedication has earned us a spot among the top 1% of distributors nationwide.

Ready to ignite your passion for brands? Apply today!

Leaderpromos is an equal opportunity employer and values diversity. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender expression, national origin, age, disability, veteran status, or genetic information.